Key performance indicator (KPI)
- Term
- Key performance indicator (KPI)
- Exam
- CISA & CISM
- Definition
A metric that shows how well a process achieves its goals.
- Explained
A KPI measures how well a process achieves its goals, such as the share of tickets resolved on time. KPIs and KRIs complement each other: one shows performance, the other shows exposure.
- In practice
The percentage of help desk tickets resolved within target.
- Often confused with
- Key risk indicator
- Exam angle
KPIs measure performance; KRIs measure exposure.
- Related