From the course: IT Service Management Foundations: Measures and Metrics
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Success factors and KPIs - ITIL Tutorial
From the course: IT Service Management Foundations: Measures and Metrics
Success factors and KPIs
- In this lesson, I'm going to use terminology that's used within the ITIL 4 framework, since it is the world's most popular IT service management framework, but the concepts are similar across most service management methodologies that you may choose to use in your organization. Whereas ITIL refers to these success factors under the nomenclature of practice success factors, other frameworks sometimes call them critical success factors, or CSFs, or simply success factors. Now success factors and KPIs define what needs to be measured within the organization. When I talk about a success factor, this is going to describe a condition or a characteristic that has to be achieved for something to be considered successful. Now, in each of our ITIL practice guides, there are practice success factors, or PSFs, and these define a complex functional component of a practice that's required for the practice to fulfill its purpose.…
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