key performance indicator (KPI)
Definition: (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.