(
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 or
activity. They should be selected to ensure that efficiency, effectiveness and
cost effectiveness are all managed.