PETE utilizes KPIs that result from our extensive ITSM process consulting experience. We have developed three sets of KPIs:

1.  ITSM process conformance KPIs, which calculate adherence to ideal, acceptable, and tolerable process variants using process mining techniques.

2. Quality KPIs, which focus on the execution of the most important process steps.

3. Speed KPIs, which measure the efficiency of ITSM processes.

For each client, the relevance of specific KPIs for the overall process score is determined and adjusted with the help of machine learning capabilities.