Based on our ITSM process consulting experience, we have developed three sets of KPIs: ITSM process conformance KPIs, quality KPIs that focus on the execution of the most important process steps, as well as speed KPIs.

The ITSM process conformance KPIs calculate adherence to ideal, acceptable, and tolerable process variants (leveraging process mining techniques).

The actual PETE KPI Score Tree for each client is established by correlating end user feedback from the client’s organization (e.g., customer surveys) and data training sets (e.g., generated by manual scoring by ITSM process managers) with KPIs.

Our machine learning algorithm calculates the relevance of each KPI for each client, thus reflecting the importance for their business.