Category Archives: KPIs and Metrics

Self-Service or Not, What We Can’t Measure Is Important Too

Questions around the performance of IT self-service, compared to more traditional IT support access and communication channels, opens up a “can of worms” re the IT issues that never make it to any IT support channel. Self-service isn’t a new idea anymore, it’s mainstream IT service management (ITSM) behavior. Just about every organization – and, […]

How Much Configuration Management Is Enough?

If configuration management is about capturing, maintaining, and using information about your assets, then every organization has some degree of that, and therefore some degree of configuration management. Surely just about everyone knows where most of their servers are, who’s on their team, what cell phones they support (and which ones they don’t), and what […]

10 Reasons Why a Bad IT Balanced Scorecard Is Worse than None at All

Using an IT balanced scorecard will help your IT organization to focus on the right things – for both delivering against business needs and engendering service improvement. In doing so though, there are a number of potential pitfalls that organizations need to avoid, which this blog details. But first we need to start with a […]

Don’t Use Other People’s KPIs

Some time ago I was involved in a discussion about whether First Call Resolution Rate (FCR) is a good KPI for incident management. After the conversation had died down I realized that the underlying issue is that you have to understand what you are trying to achieve before you can define KPIs. So What Exactly Is a […]

5 Metrics Mistakes Sinking Your Service Desk Reporting and What You Should Do About It

It’s that time of the week, month, year; your service desk report is due and you’re drowning in spreadsheets and graphs. Yes, you could be out on deck helping to field the sea of incident and service request tickets coming in but you know that your service desk performance report will help to optimize the […]