critical success factor (CSF)

critical success factor (CSF)

Definition: Something that must happen if an IT service,
process, plan, project or other activity is to
succeed. Key performance indicators are
used to measure the achievement of each
critical success factor. For example, a critical
success factor of ‘protect IT services when
making changes’ could be measured by key
performance indicators such as ‘percentage
reduction of unsuccessful changes’,
‘percentage reduction in changes causing
incidents’ etc.