Relationship Between Csi And Kpi'S,
Baselines, Types Of Metrics, Processes
7.7 Relationship between CSI
1) Critical Success Factor (CSF) is something that must
happen if an IT service, process, plan, process, or other
activity is to succeed.
a) Associate no more than two to five CSFs with a
service or process
2) Key Performance Indicators (KPI) are used to measure
whether the critical success factors are achieved.
a) Define no more than two to five KPIs per CSF.
b) KPI's can be quantitative (e.g. cost) or qualitative
(e.g. customer satisfaction)
3) Define, monitor and report on only two to three KPIs
for each CSF.
a) As the maturity of a service and service management
processes increase, additional KPIs can be added.
b) Based on what is important to the business and
IT management, the KPIs may change over a period of
c) As service management processes are implemented,
this will often change the KPIs of other processes.
1) Baselines enable a view of the current situation and
also a clear starting point for feature measurements.
2) Baselines need to be documented.
3) Baselines are applicable at strategic goals and objectives,
tactical process maturity, and operational metrics and KPIs.
4) Baseline is an initial data point to see if a service
or process needs improvement.