ITIL 2011 diagram

ITIL metrics (KPI's for Configuration Management):

Following are ITIL V3 key performance indicators for configuration management:

• Percentage improvement in maintenance scheduling over the life of an asset
• Degree of alignment between provided maintenance and business support
• Assets identified as the cause of service failures
• Improved speed for incident management to identify faulty CIs and restore service
• Impact of incidents and errors affecting particular CI types
• Percentage reuse and redistribution of under-utilized resources and assets
• Ratio of used licences against paid for licences (should be close to 100%)
• Achieved accuracy in budgets and charges for the assets utilized by each customer or business unit
• Percentage reduction in business impact of outages and incidents caused by Configuration Management
• Average cost per user for licences 
• Improved audit compliance

ITIL metrics (KPI's for Problem Management) :

Following are ITIL V3 key performance indicators for problem management:

• Total number of problems recorded in the period
• Percentage of problems resolved within SLA targets; percentage not resolved within SLA targets
• Number and percentage of problems that exceed target resolution times
• Backlog of existing problems and the trend
• Number of major problems, including opened, closed, backlog
• Percentage of Major problem Reviews successfully performed
• Number of Known Errors added to the KEDB
• Percentage accuracy of the KEDB (from audits of the database)
• Percentage of Major problem Reviews completed successfully and on time
• Average cost of handling a problem