Category: KPIs and Metrics


Service desk staff morale

Why Is IT Service Desk Staff Morale Finally Important?

Does your IT organization measure staff morale levels, particularly IT service desk morale? The latest Service Desk Institute Benchmarking Report shows a massive jump in employee survey use – the question is: Why? And then: What is your organization doing? There has been a lot written and discussed lately about [...]

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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 [...]

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Value of configuration management

How Much Configuration Management Is Enough?

If configuration management is about capturing, maintaining, and using information about your assets, then every organization has some [...]

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IT balanced scorecard

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 [...]

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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. [...]

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Don't sink your service desk reporting

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 [...]

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Lean ITSM

ITSM KPIs: No More Blah, Blah, Blah, Just Boom, Boom, Boom

One of my favorite quotes about metrics and KPIs is: “Don’t measure me on cost or traditional IT metrics, but on the metrics of [...]

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ITSM metrics

Making ITSM Metrics Work

Many people and organizations seem to struggle with metrics, reporting, analytics, and demonstrating value from IT service management [...]

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What to Measure: Structuring IT Metrics to Improve Performance

The question “what do I need to measure?” is a difficult one. There’s no standard framework or set of metrics that can be plucked off a [...]

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For Heaven’s Sake, Please Take The Meh Out Of Your Service Desk Metrics

What is it with IT people and metrics? We seem to be obsessed with monitoring this and measuring that. And don’t get me started with [...]

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About me

Joe

So in case you hadn't worked it out yet, I'm Joe! Hello there. I'm a native New Yorker and I love everything connected to IT service management (ITSM). I'm a passionate blogger and Twitter addict, and I'm also the resident IT guy at SysAid Technologies.