ITSM and Performance Management

I was involved in determining the short set of ITSM related KPIs that we would initially roll up from Service Manager and Asset Manager into the refreshed HP Executive Scorecard that came out last summer. It was amazing the affinity between ITIL, CobiT, and also a number of our customer success stories such as the following:

 

  • Percentage of FCR (first call resolution)
  • Incident escalation rates (which is closely related to the above)
  • Incident aging
  • Change success rate
  • Percentage of emergency changes
  • Percentage of changes resulted in outages
  • Percentage of SLAs met
  • Percentage of software licenses in use

It is also interesting to me that at the top of any discussion about IT operations KPIs are ITSM related KPIs such as the ones above. I have seen this backed up by the executive scorecards maintained and used by a number of HP customers.

 

Obviously, I think that every Service Desk organization should have a way to capture and present this information to their management and stakeholders. And, I submit that this becomes more valuable when it can be automatically collected and presented across the operations and infrastructure ecosystem (as opposed to just coming from the service desk).

 

Chuck

 

P.S. As an aside, I was looking at the Gartner website (www.gartner.com) earlier today as they just sent out a positioning paper on ITSSM (IT Service Support Management) tools. A new MQ is coming! Anyhow, searching on "service desk" by date also came back with a research paper released yesterday - Successful IT Performance Management for IT Shared Services: Relevant Key Performance Indicators.

Leave a Comment

We encourage you to share your comments on this post. Comments are moderated and will be reviewed
and posted as promptly as possible during regular business hours

To ensure your comment is published, be sure to follow the Community Guidelines.

Be sure to enter a unique name. You can't reuse a name that's already in use.
Be sure to enter a unique email address. You can't reuse an email address that's already in use.
Type the characters you see in the picture above.Type the words you hear.
Search
About the Author
HP IT Service Management Product Marketing team manager. I am also responsible for our end-to-end Change, Configuration, and Release Managem...


Follow Us
The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation