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Register

IT Operations Key Performance Indicators Register

This register defines the key performance indicators (KPIs) used to measure IT operations effectiveness across availability, incident management, change management, problem management, patch and vulnerability management, capacity, service desk, and security operations. KPIs support governance reporting to the CIO and Enterprise Risk Committee (ERC) and align with ISO/IEC 20000-1:2018, ITIL 4, COBIT 2019, and EU NIS 2 Directive obligations.

Type
Register
Version
1.1.11
Date
2026-10-21
Owner
Chief Information Officer
Approving authority
Chief Information Officer
Classification
Public
Confidentiality
Public
Category
Operations
Review frequency
Annual and upon material service, infrastructure, or regulatory change
Licence
CC BY-SA 4.0

Read the full text on GitHub (opens in a new tab)

Outline

  • Purpose
  • Scope
  • KPI design principles
  • Section 1: availability and infrastructure
  • Section 2: incident management
  • Section 3: change management
  • Section 4: problem management
  • Section 5: patch and vulnerability management
  • Section 6: capacity management
  • Section 7: service desk and request fulfilment
  • Section 8: security operations
  • Section 9: reporting and governance
  • Evidence requirements
  • Limitations
  • Maintenance

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