What is KPI and CSF?

Key performance indicators (KPIs) are often confused with critical for success factors (CSFs), as these two concepts are tightly connected. The main difference between a KPI and a CSF is that performance indicators reflect the level of success, while CSFs point out the cause of success.

What are the KPIs for ITSM?

When considering ITSM KPIs (Key Performance Indicators), organizations typically consider two types of metrics, technical-based and experience-based. Technical-based metrics could be; first-pass resolution, response, and resolution times.

What is the process of service catalogue?

Service catalogue management process is responsible for providing information regarding all agreed services to all authorized persons. This process also takes care of creation and maintenance of service catalogue with correct and updated information. Service Catalogue Manager is the process owner of this process.

What is the difference between KPI and CPI?

CPIs Versus KPIs While CPIs measure what is important to the customer, KPIs (key performance indicators) measure what is important to the company. Key performance indicators focus on setting goals or target numbers important to the company to gauge growth and success.

How do you write a Service Catalogue?

Here they are:

Step 1: Identify Stakeholders.
Step 2: Define Lines of Service.
Step 3: Create a Service Catalog Template.
Step 4: Define and Categorize Services.
Step 5: Publish to Staff and Customers.
Step 6: Integrate the Process and Practice CSI.

What should be in a Service Catalogue?

The Service Catalogue includes information about deliverables, prices, contact points, ordering and request processes.

What is KPI in service desk?

What Is a Help Desk KPI? A help desk KPI (or service desk KPI) is a performance metric centered on your business’s customer service and support activities. These KPIs include first response times, issue resolution rates, customer satisfaction levels, and other important consumer-facing metrics.

Is CPI a KPI?