Service Configuration Management

KPIs

Description	Source	How to calculate	How to use it
Configuration Item (CI) Count	Configuration Management Database (CMDB)	Total number of configuration items in the service	Measure scope and complexity of service configuration
CI Relationship Count	CMDB	Total number of relationships between configuration items	Measure complexity and dependencies within service configuration
CI Version Control	Version Control System	Number of versions of each configuration item	Track changes and maintain version control of configuration items
CI Change Rate	Change Management System	Rate of changes to configuration items	Measure frequency of changes to service configuration
CI Baseline Coverage	Configuration Management Plan	Percentage of configuration items covered by baselines	Measure level of control over service configuration
CI Compliance	Compliance Reports	Adherence to configuration standards and policies	Ensure compliance with configuration management standards
CI Quality	Configuration Audits	Quality score of configuration items	Assess quality and accuracy of configuration items
CI Duplication Rate	CMDB	Percentage of duplicate configuration items	Measure effectiveness of configuration item deduplication
CI Documentation Quality	Documentation Reviews	Quality score of configuration item documentation	Ensure completeness and accuracy of configuration item documentation
CI Change Impact Analysis	Change Impact Analysis	Analysis of impact of proposed changes to configuration items	Assess potential consequences of changes to configuration items
CI Automation Rate	Automation Tools	Percentage of configuration management tasks automated	Measure level of automation in configuration management tasks
CI Resource Utilization	Resource Management Tools	Efficiency of resource utilisation in configuration management	Assess effectiveness of resource allocation in configuration management
CI Incident Rate	Incident Management System	Rate of incidents caused by configuration items	Measure impact of configuration items on service incidents
CI Release Frequency	Release Management System	Number of releases of configuration items per unit of time	Measure frequency of changes to configuration items
CI Rollback Rate	Release Management System	Percentage of releases requiring rollback of configuration items	Measure effectiveness of configuration item releases
CI Service Impact	Service Impact Assessments	Impact of configuration item changes on service performance	Assess potential impact of configuration item changes on service
CI Relationship Stability	Relationship Monitoring	Stability score of relationships between configuration items	Measure stability of relationships within configuration items
CI Security	Security Assessments	Security posture of configuration items	Assess security of configuration items
CI Dependency Analysis	Dependency Mapping Tools	Analysis of dependencies between configuration items	Identify and manage dependencies within configuration items
CI Change History	Change History Logs	History of changes made to configuration items	Track and audit changes made to configuration items