KPIs
Skill packages tagged with “KPIs”
ISO 20000 Monitoring and Measurement (Clause 4.5.4.1)
Define monitoring, measurement, and review framework for the SMS per ISO/IEC 20000-1:2011. Establish KPIs for all SMS process areas (Clauses 4-9), define measurement methods and targets, create CAPA tracking, and set up effectiveness reviews.
ISO 20000 Service Reporting
Define the service reporting framework for ISO/IEC 20000-1:2011 Clause 6.2. Establishes report types, audiences, frequency, data sources, and templates for service performance reporting. Validates the service reports register for completeness.