It service management metrics

In the case of IT service metrics, this resource is a service (or an identifiable, finite piece of a service , such as infrastructure ). What is our CPU usage? Availability is most often calculated as a percentage. This calculation is often based on agreed service time (as defined in the SLA) and downtime.

Learn how Service Modelling can help plan for service availability.

There are a number of related “time to resolve” metrics worth considering when measuring ITSM success. How to define metrics? Defining KPIs is above all about deciding what exactly is considered successful process execution. Strategic and tactical targets for effective and efficient IT service management provided.

Effectivity of the Service Strategy. Ratio of planned new services in. Other metrics that might be used to enhance operational effectiveness include the number of unscheduled changes to the production systems, the throughput of batch processes, complexity scores for.

In addition to the four critical categories of metrics , some people count costs among the set of formal metrics that help expose important IT service trends.

Available Labor Hours - Total time available to work on incidents both for Service Desk and Non- Service Desk staff. Resolution within SLA - Percentage of incidents resolved within agreed Service Level Agreement. This is a basic you should be evaluating across Categories, Type, Priority as well as Customer and Agent groups. These metrics are Mean Time to Repair, First Fix Rate, Change Success Rate, and Server to System Administration Ratio.

High performers know that of all outages are due to a change, and that of mean time to repair (MTTR) is spent trying to figure out what changed. You need to choose metrics that have realistic SLAs and make sense to every stakeholder they affect, not just your service desk team. Stuart Rance is a consultant, trainer, and author with an international reputation as an expert in ITSM and information security.

The number of successful changes can be metrics for the ITIL change management process. And these metrics help to identify the weaknesses and strengths of the IT service provider. They are commonly used to measure the value created by a manager for purposes such as performance management.

This is a key KPI that speaks to staffing levels and informs other Service Desk metrics. Management metrics are measurements of the objectives of managers. High per-formers (those with greatest control) will shoot a rifle five times, hitting the target five times in nearly the same place. Low performers will also shoot five times, but can’t hit even remotely in the same place twice.

Metrics that measure business usage of a service such as percentage of users who use the service on an average business day or number of business transactions processed. It is also common to capture productivity with dollar amounts such as the revenue generated by an ecommerce platform or deals handled by a sales system. Remember, employees are your internal customers!

Both your IT service management (ITSM) team and your customer service team should monitor the volume of incoming service requests. Again, I can’t tell you what KPIs your company should use. Each of these systems is capable of producing a prodigious amount of data, but they tend to all be point solutions aligned with the traditional IT silos.

Metrics are designed and metrics enable design as well as governing the delivery of value through the whole lifecycle. The book shows the reader how do achieve this Value objective by extending the ITIL Service Lifecycle approach to meet business requirements. Associate Product Marketing Manager, JIRA Service Desk.

I’m now a recovering systems administrator evangelizing the way teams work by using JIRA Service Desk. I’ve found a love of combining customer service with technology. Bear in mind that some metrics are featured in multiple categories, but with different pivots.

For even more information on customer service metrics , read our FREE eBook: The Right Metrics for Your Customer Service Team. Rep Activity Metrics. Without looking at the numbers, it’s difficult to know which reps are underperforming. Service strategy is the core stage of the ITIL service lifecycle.

Without a solid IT strategy that is aligned with the organization’s business strategies, an IT service is unlikely to succeed.