Key Performance Indicator

1. A measure (quantitative or qualitative) that enables the overall delivery of a service to be assessed by both business & IS representatives. (Source: Business Continuity Management Institute - BCM Institute) 2. A measure (quantitative or qualitative) that enables the overall delivery of a service to be assessed by both business and IS representatives. KPIs should be few in number and focus on the service's potential contribution to business success. To be effective in improving business performance, they must be linked to a strategic plan which details how the business intends to accomplish its vision and mission. The metrics selected must address all aspects of performance results, describe the targeted performance in measurable terms and be deployed to the organisational level that has the authority, resources and knowledge to take the necessary action. (Source: UK Financial Sector Continuity) (Source: ENISA - the European Network and Information Security Agency. BCM & Resilience Glossary) 3. A measurable quantity against which specific Performance Criteria can be set when drawing up the SLA. (Source: OGC, Information Technology Infrastructure Library (ITIL) v3)