(ITIL Continual Service Improvement
) (ITIL Service Design
) A metric that is used to help manage an IT service
, process, plan, project or other activity
. Key performance indicators are used to measure the achievement of critical success factors. Many metrics may be measured, but only the most important of these are defined as key performance indicators and used to actively manage and report on the process, IT service
. They should be selected to ensure that efficiency, effectiveness and cost effectiveness
are all managed.