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ITIL Financial management

16 KPIs

% of budget deviation relative to total budget
% of spent on IT maintenance
[costs of IT maintenance] percentage of [total costs of IT]
% spent on new IT developments/investments
Actual vs. budgeted costs
Average penalty costs per SLA
[total SLA penalties paid] divided by [total number of SLAs]
Cost-/Benefit estimation %
Delay in production of financial reports
Forecast accuracy of budget
Hardware asset value
Net Present Value (NPV) of investment
Number of budget deviations
Overall cost of IT delivery per customer
[cost of IT delivery] divided by [number of end-users]
Return on Investment (ROI)
(Gain from investements - cost of investements) divided by (cost of investements)
Software support costs
Total Cost of Ownership (TCO)
Unit costs of IT service(s)
[cost of providing IT service] divided by [number of units e.g. application transactions, storage GB, number of email accounts, etc.]