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An extensive collection of ITIL Key Performance Indicators (ITIL KPIs) supports the introduction of a comprehensive framework for Process Controll. ITIL Key Performance Indicators (ITIL KPIs) are used to assess if the processes of an IT organization - the ITIL processes - are running according to expectations. Defining suitable KPIs is above all about deciding what exactly is considered a "successful process execution".
The selection of suitable ITIL KPIs will, among other things, depend on the possibilities to actually measure the indicators. Generally, the exact definitions of the KPIs will differ depending on the nature of an organization. Those common indicators are presented on the following pages as a complete collection of KPIs for the most important ITIL processes.
The suggested ITIL Key Performance Indicators (KPIs) comply with the ITIL 2011 recommendations and were enhanced with elements from COBIT [1]. Content is available under Creative Commons Attribution-NonCommercial-ShareAlike 3.0 Germany License unless otherwise noted. The job description of a project manager should be in accordance with the project requirement and must be given a very careful thought before crafting. The job description serves as an essential element of the legal contract and if the duties and responsibilities are improperly mentioned or if the job is not in accordance with the documented content, then it could be used against the organization.
Includes the name, designation (in this case project manager), date and signature of the supervisor.
A person applying for the position of a project manager should essentially have a bachelor’s degree, preferably in management sciences or business administration.
To obtain the position of a project manager in a company, it is important for a person to have anywhere between 3 – 5 years of experience in project management.
Challenges and cultivates skills and attitude in team members for the development or enhancement of leadership capabilities  as while serving as a role model and professional mentor.



Manages the development of his team by ensuring, when possible that project tasks are correctly met while following the pre-defined working pattern and core business interests of the organization and investors. Incites inspiration and self-initiative in team members and coworkers to attain project goals and professional excellence. Identifies opportunities for improvement and makes constructive suggestions for organizational change.
Delegates and manages the process of innovation and adjustments in an effective and comprehensive manner.
Keeps updated and acknowledged with the key developments of new and emerging industry practices.
Acknowledges, appreciates and duly rewards each team member’s contributions and achievements. Plans and facilitates regular team activities outside of the office by organizing fun committees and similar events. Manages day-to-day client interaction, verbally, physically and in professional documentation by following the procedural business writing standards. Develops cordial and lasting relationship with existing client while looking for new modes of expansion.
Communicates effectively with clients to identify needs and evaluate alternative business solutions. Continually seeks opportunities to increase customer satisfaction while strengthening and deepening client relationships. Identifies new opportunities for  business development while exploring avenues for sales and marketing as they relate to a specific project.
Effectively conveys the core strategy and message of the corporate in both written and verbal business development discussions. Holds regular status meetings with team members and seniors to keep all in lieu of the procedural developments.


Keeps project team well informed of changes within the organization and general corporate news. Possesses general understanding in the areas of application programming, database and system design. Possesses a thorough understanding of core capabilities and requirements of the provided job. Remains updated and acknowledged with the new and emerging technologies and the potential application on client engagements.
A typical job description begins with an introduction of the candidate which includes the name, designation (in this case project manager), date and signature of the supervisor. In the next section, a few lines are written on the definition of project manager while highlighting the main job responsibilities. In the third section are mentioned key functions and duties which make up the job of a project manager.
10 or more years of experience in the capacity of project management with a strong command on areas such as execution and development. The fifth section is based on a list of physical conditions under which the project manager is required to carry out his job activities. The KPIs and the corresponding measurement procedures are therefore an important input for system requirements.
Process Owners and Controllers are thus in a position to evaluate the quality of their processes, which in turn is the basis for the ongoing optimization and fine-tuning of the process designs.



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