Service Continuity Management

KPIs

Description	Source	How to calculate	How to use it
Recovery Time Objective (RTO) Compliance	Recovery plans, incident logs	Percentage of recoveries within the RTO	Measure compliance with targeted recovery timelines to ensure business continuity
Recovery Point Objective (RPO) Compliance	Backup systems, recovery plans	Percentage of data restored within the RPO limits	Ensure that data loss during recovery is within acceptable thresholds
Business Impact Analysis (BIA) Currency	BIA documents	Age of the latest BIA	Ensure that the BIA is current and reflects the most accurate business needs and processes
Test Success Rate	Continuity plan testing records	Successful tests / Total tests conducted	Measure the effectiveness of continuity plans through testing
Incident Recovery Speed	Incident management system	Average time to recover critical services	Monitor the speed at which services are restored following an incident
Service Continuity Plan Updates	Continuity plan documents	Number of updates to continuity plans per year	Track how frequently continuity plans are updated to reflect changing business requirements
Continuity Plan Coverage	Service catalog, continuity plans	Percentage of critical services covered by plans	Assess the extent of continuity planning across all critical services
Resource Availability	Resource inventory, test reports	Availability of essential resources during tests	Ensure availability of necessary resources for effective recovery and continuity
Supplier Continuity Arrangements	Supplier contracts, service agreements	Number of suppliers with continuity arrangements	Evaluate the readiness of suppliers to support continuity objectives
Training and Awareness Levels	Training records, HR reports	Percentage of staff trained in continuity roles	Measure the effectiveness of training programs in preparing staff for continuity roles
Stakeholder Communication Effectiveness	Stakeholder surveys, communication logs	Stakeholder satisfaction with communication	Assess how effectively communication is managed with stakeholders during a disruption
Cost of Continuity Provision	Financial records	Total cost of maintaining continuity capabilities	Evaluate the financial investment in maintaining continuity capabilities
Audit Compliance	Audit reports	Number of compliance issues identified during audits	Track adherence to legal, regulatory, and best practice requirements in continuity management
Change Management Integration	Change records, continuity plan updates	Number of changes affecting continuity plans	Assess the impact of changes on continuity plans and ensure they are reflected
Third-party Service Level Compliance	SLA monitoring reports	SLA compliance rate of third-party services	Monitor third-party compliance with SLAs crucial for service continuity
Continuity Risk Assessments	Risk assessment reports	Frequency of continuity risk assessments conducted	Ensure regular evaluation of risks to service continuity
Simulation Exercises	Exercise reports, continuity plans	Number of full-scale simulations conducted annually	Evaluate readiness and response capabilities through simulated scenarios
Incident Management Integration	Incident logs	Number of continuity incidents handled by the incident management process	Monitor how well the incident management process supports continuity efforts
Post-Incident Reviews	Post-incident reports	Number of reviews conducted after incidents	Use reviews to improve plans and processes based on lessons learned
Customer Impact Analysis	Customer feedback, impact analysis reports	Analysis of service disruption impact on customers	Understand the effects of disruptions on customers to better prioritize recovery efforts