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COBIT and ITSM KPIs

My colleague, Myles Suer, has written a couple of posts on COBIT 5 that are posted out on the HP Discover Performance blog - www.hp.com/go/discoverperformanceblog. The most recent is on how COBIT 5 guides IT leaders to better manage future orientation in their organizations http://bit.ly/N8O2uX.

 

With this in mind and a couple of recent posts on KPIs (First Call Resolution plus a survey that we’re currently running – that we would still appreciate your feedback on), I wanted to briefly discuss COBIT (Control Objective for Information and Related Technology - http://www.isaca.org/COBIT/Pages/default.aspx) and ITSM related key performance indicators.

First Call Resolution (FCR) rate

Is FCR the most popular measure of service desk efficiency? Note - I did not say measure of effectiveness!

 

First call resolution (FCR) rate is arguably one of the most common key performance indicators (KPI) tracked in service desk environments. And, FCR is commonly highlighted in case studies as a top performance improvement area after a service desk process re-engineering or implementation project.

 

FCR is relatively easy to track and is tracked; consequently, desirable FCR percentages are also an important topic. But, peel the onion once or twice and the significance of FCR can become debatable.  In the following post, I’ll explore these areas further and relay some best practices that are reasonable to me.

 

Chuck

HPSU 2010 -- IT Executive Scorecards & Dashboards (Tuesday, 6/15/2010, 5:00 pm)

As enterprise technology evolves, so too does the need to find appropriate metrics to measure and control IT quality and effectiveness. In light of internal and external business drivers, dashboards are increasingly being used as powerful management tools. This presentation will take a look at the latest developments in executive dashboards from HP. We’ll introduce executive dashboards and related topics such as CIO scorecards. We’ll define metrics, tell you how they’re used, and we’ll cover the many types of metrics available for IT management. You’ll come away knowing how an executive dashboard will help you align IT with the business and dramatically improve efficiencies.
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About the Author(s)
  • HP IT Service Management Product Marketing team manager. I am also responsible for our end-to-end Change, Configuration, and Release Management (CCRM) solution. My background is engineering and computer science in the networking and telecom worlds. As they used to say in Telcom, "the network is the business" (hence huge focus on service management). I always enjoyed working with customers and on the business side of things, so here I am in ITSM marketing.
  • David has led a career in Enterprise Software for over 20 years and has brought to market numerous successful IT management products and innovations.
  • Gil Tzadikevitch HP Software R&D Service Anywhere
  • This account is for guest bloggers. The blog post will identify the blogger.
  • Jacques Conand is the Director of ITSM Product Line, having responsibility for the product roadmap of several products such as HP Service Manager, HP Asset Manager, HP Universal CMDB, HP Universal Discovery and the new HP Service Anywhere product. Jacques is also chairman of the ITSM Customer Advisory Board, ensuring the close linkage with HP's largest customers.
  • Jody Roberts is a researcher, author, and customer advocate in the Product Foundation Services (PFS) group in HP Software. Jody has worked with the UCMDB product line since 2004, and currently takes care of the top 100 HP Software customers, the CMS Best Practices library, and has hosted a weekly CMDB Practitioner's Forum since 2006.
  • Mary is a member of HP’s ITSM product marketing team and is responsible for HP Service Anywhere. She has 20+ years of product marketing, product management, and channel/alliances experience. Mary joined HP in 2010 from an early-stage SaaS company providing hosted messaging and mobility services. She also has product management experience in the ITSM industry. Mary has a BS in Computer Science and a MBA in Marketing. Follow: @MaryR_Colorado
  • Michael Pott is a Product Marketing Manager for HP ITSM Solutions. Responsibilities include out-bound marketing and sales enablement. Michael joined HP in 1989 and has held various positions in HP Software since 1996. In product marketing and product management Michael worked on different areas of the IT management software market, such as market analysis, sales content development and business planning for a broad range of products such as HP Operations Manager and HP Universal CMDB.
  • Ming is Product Manager for HP ITSM Solutions
  • Nimish Shelat is currently focused on Datacenter Automation and IT Process Automation solutions. Shelat strives to help customers, traditional IT and Cloud based IT, transform to Service Centric model. The scope of these solutions spans across server, database and middleware infrastructure. The solutions are optimized for tasks like provisioning, patching, compliance, remediation and processes like Self-healing Incidence Remediation and Rapid Service Fulfilment, Change Management and Disaster Recovery. Shelat has 21 years of experience in IT, 18 of these have been at HP spanning across networking, printing , storage and enterprise software businesses. Prior to his current role as a World-Wide Product Marketing Manager, Shelat has held positions as Software Sales Specialist, Product Manager, Business Strategist, Project Manager and Programmer Analyst. Shelat has a B.S in Computer Science. He has earned his MBA from University of California, Davis with a focus on Marketing and Finance.
  • Oded is the Chief Functional Architect for the HP Service and Portfolio Management products, which include Service Manager, Service Anywhere, Universal CMDB & Discovery, Asset Manager, Project and Portfolio Manager.
  • Olivier is Product Line Manager for the HP Configuration Management System (CMS) which is comprised of UCMDB, UCMDB Configuration Manager, the UCMDB Browser, and Universal Discovery.
  • I am Senior Product Manager for Service Manager. I have been manning the post for 10 years and working in various technical roles with the product since 1996. I love SM, our ecosystem, and our customers and I am committed to do my best to keep you appraised of what is going on. I will even try to keep you entertained as I do so. Oh and BTW... I not only express my creativity in writing but I am a fairly accomplished oil painter.
  • WW Sr Product Marketing Manager for HP ITPS VP of Apps & HP Load Runner
  • Vesna is the senior product marketing manager at HP Software. She has been with HP for 13 years in R&D, product management and product marketing. At HP she is responsible for go to market and enablement of the HP IT Performance Suite products.
  • A 25+ year veteran of HP, Yvonne is currently a Senior Product Manager of HP ITSM software including HP Service Anywhere and HP Service Manager. Over the years, Yvonne has had factory and field roles in several different HP businesses, including HP Software, HP Enterprise Services, HP Support, and HP Imaging and Printing Group. Yvonne has been masters certified in ITIL for over 10 years and was co-author of the original HP IT Service Management (ITSM) Reference Model and Primers.
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