Category Archives: KPIs and Metrics

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 […]

Making ITSM Metrics Work

Many people and organizations seem to struggle with metrics, reporting, analytics, and demonstrating value from IT service management (ITSM). If you’re doing service management, service level management (SLM), and continual service improvement (CSI), then metrics are essential elements and need to be focused, relevant and useful – although in practice this is not often the […]