Key process indicators

Configuration management process has a number of key process indicators. These key process indicators should cover the progress of implementing a process across the service provider organization, compliance with the process policies, the effectiveness of producing the process deliverables, and the efficiency of the execution. A balanced set of metrics will ensure that the process is measured appropriately and the key areas are covered. Some examples of key process indicators are as follows:

• The number and percentage of IT services with comprehensive relationships documented
• The number and percentage of hardware devices recorded in the CMDB
• The number and percentage of software applications recorded in the CMDB
• The number and percentage of databases recorded in the CMDB
• Faster resolution of incidents
• More efficient and effective change impact assessment
• The number and percentage of CIs without a relationship (also known as orphan...