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Service Catalogue Management
KPIs
Description | Source | How to calculate | How to use it |
|---|---|---|---|
Catalogue Accuracy | Service catalogue reviews, audit reports | Percentage of accurate service entries | Ensure all service catalogue entries are accurate and reflect current offerings |
Service Usage | Service monitoring tools, usage logs | Number of times a service is accessed or used | Measure the popularity and utilization of listed services |
User Satisfaction with Catalogue | User surveys | User satisfaction survey results | Gauge user satisfaction with the clarity and usability of the service catalogue |
Catalogue Update Frequency | Change logs, service catalogue updates | Number of updates made to the catalogue annually | Maintain a current and relevant service catalogue |
Compliance with Standards | Compliance checks, audit reports | Compliance rate with internal and external standards | Ensure the service catalogue meets all regulatory and organizational standards |
Time to Publish New Services | Project tracking, service logs | Average time from service conception to catalogue listing | Assess the efficiency of adding new services to the catalogue |
Catalogue Accessibility | IT support logs, website monitoring tools | Uptime of the service catalogue portal | Ensure the service catalogue is easily accessible to users at all times |
Number of Services Listed | Service catalogue | Total number of services in the catalogue | Track the breadth of services offered by the organization |
Service Decommissioning Rate | Service catalogue, change logs | Number of services decommissioned annually | Manage and rationalize the service portfolio effectively |
Catalogue Integration with Other Processes | Process documentation, integration logs | Number of integrated ITSM processes | Evaluate how well the service catalogue is integrated with other ITSM processes |
Cost of Catalogue Management | Financial records | Total cost of maintaining the service catalogue | Monitor the financial resources allocated to catalogue management |
Error Rate in Service Information | Quality audits, user feedback | (Number of inaccuracies / Total entries) * 100 | Ensure the reliability and correctness of service information |
Training on Catalogue Usage | Training records | Number of training sessions held | Educate users on how to effectively use the service catalogue |
Change Impact on Catalogue | Change logs, service catalogue updates | Number of catalogue entries affected by changes | Assess the impact of changes on service catalogue entries |
Catalogue Review Cycle | Review schedules | Frequency of scheduled catalogue reviews | Maintain regular reviews to ensure the catalogue remains up-to-date |
Stakeholder Engagement in Catalogue Updates | Stakeholder meeting notes, feedback logs | Level of stakeholder involvement in updates | Involve stakeholders in the update process to ensure service relevance |
Service Catalogue Coverage | Service catalogue, business unit reviews | Percentage of business units covered by the catalogue | Ensure that the service catalogue adequately covers all relevant parts of the organization |
Catalogue Retention Rate | Service catalogue | Percentage of services retained over a given period | Measure the stability and longevity of services listed in the catalogue |
Effectiveness of Service Descriptions | User surveys, feedback forms | User feedback rating on clarity of service descriptions | Evaluate how effectively the service descriptions communicate the offered services |
Digitalization of the Catalogue | Service catalogue | Percentage of services available for digital access | Assess the extent to which the service catalogue is accessible digitally |
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