Discover Performance Blog

Welcome to the Discover Performance blog, a resource for enterprise IT leaders who share a passion for performing better. Here you’ll find strategic insights and best practices from your peers as well as from HP’s own practitioners who help others define, measure and achieve better IT performances.

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Introducing customer-centric IT’s new ‘secret weapon’ – IT Net Promoter Score

Unhappy customers can be our biggest detractors. So how about a new KPI for IT based on an Net Promoter

Score? increasingly used across many consumer segments as measure of core stakeholder

engagement and satisfaction, NPS for IT could emerge as one of IT’s most important metrics.

3 goals for providing more timely and effective response to IT users

IMG_1614-Edit_SML.jpgIn a recent post, I discussed the importance of your service agreements. This post we will look at how well we respond either to breaks in service or a user needing something from IT. The response to these of course needs to be measured against your service level agreements. The COBIT 5 Service Request and Incident Process has as its objective the timely and effective response to user requests and incident resolution. This means restoring normal service, fulfilling user requests, and escalating and resolving incidents effectively. This includes recording what happened so that improvement can take place the next time.

Reduce costs and increase customer satisfaction? Benchmark your incident ticket reopens!

IMG_1614-Edit_SML.jpgLast week I wrote about the insights we’ve been getting from HP customers about service desk performance (“How do you benchmark your service desk performance?”). We asked several HP customers to give their opinions on typical service management metrics. Additionally, we asked them about their actual performance (confidentially, of course). Today I would like to share the aggregated benchmark as well as where customers are performing today. And from here, we move to a discussion of how to improve the IT bottom line.

COBIT problem management metrics improve services levels and reduce IT cost

IMG_1614-Edit_SML.jpg For the last two months, I’ve been examining different elements of the COBIT 5 standard and explaining why COBIT 5 should be part of your IT strategy. In a nutshell, COBIT 5 provides a roadmap for IT organizations to take their performance to the next level. I especially like that COBIT 5 provides IT leaders with the metrics to drive performance improvement. Today, we will turn our attention on managing problems. COBIT 5 defines problem management as:

COBIT 5 Service Request & Incident to Increase Productivity & Minimize Service Disruptions

IMG_1614-Edit_SML.jpgIf you’ve been following my series of posts on COBIT 5, you know that I think this new release of the COBIT standard is going to help IT organizations achieve greater financial transparency, customer satisfaction, operational excellence, and future orientation. COBIT 5 also will make a difference in how IT organizations run their processes. Today, I will discuss the combined processes of service request and incident. COBIT 5 defines this process as providing timely and effective response to user request and resolution of all types of incidents. In terms of purposes, it aims to achieve increased productivity and minimize disruptions through quick resolution of user queries and incidents. Pretty amazing! 

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About the Author(s)
  • Lending 20 years of IT market expertise across 5 continents, for defining moments as an innovation adoption change agent.
  • This account is for guest bloggers. The blog post will identify the blogger.
  • I'm the community manager for Discover Performance and have been a writer/editor in the technology field for several years.
  • Mike has been with HP for 30 years. Half of that time was in R&D, mainly as an architect. The other 15 years has been spent in product management, product marketing, and now, solution marketing. .
  • Maurice was appointed VP of Customer Experience for HP Software in 2014 after a career in hardware, software and services at DEC, Compaq and HP. He reports to the GM of HP Software, Robert Youngjohns
  • Paul Muller leads the global IT management evangelist team within the Software business at HP. In this role, Muller heads the team responsible for fostering HP’s participation in the IT management community, contributing to and communicating best-practice in helping IT perform better.
  • Rafael Brugnini (Rafa) serves as VP of EMEA for HP Software. Joining in 1996 and has more than 20 years of knowledge and experience linked to HP. He resides in Madrid with his wife and family, and in his spare time he enjoys windsurfing.
  • Evangelist for IT Financial Management (ITFM), IT Governance and IT Portfolio Management, consulting IT organisations for Close to 15 years on principles of good governance.
  • Chief of Staff for Software & Information Management IT at HP, driving business and IT initiatives, as well as executive, employee, and customer communications and management of change for the CIO of HP Software.
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