Tag Archives: KPIs

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 […]