IT Service Management
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ITSM and Performance Management

chuck_darst ‎02-29-2012 04:16 PM - edited ‎09-20-2015 07:48 AM

I was involved in determining the short set of ITSM related KPIs that we would initially roll up from Service Manager and Asset Manager into the refreshed HP Executive Scorecard that came out last summer. It was amazing the affinity between ITIL, CobiT, and also a number of our customer success stories such as the following:


  • Percentage of FCR (first call resolution)
  • Incident escalation rates (which is closely related to the above)
  • Incident aging
  • Change success rate
  • Percentage of emergency changes
  • Percentage of changes resulted in outages
  • Percentage of SLAs met
  • Percentage of software licenses in use

It is also interesting to me that at the top of any discussion about IT operations KPIs are ITSM related KPIs such as the ones above. I have seen this backed up by the executive scorecards maintained and used by a number of HP customers.


Obviously, I think that every Service Desk organization should have a way to capture and present this information to their management and stakeholders. And, I submit that this becomes more valuable when it can be automatically collected and presented across the operations and infrastructure ecosystem (as opposed to just coming from the service desk).




P.S. As an aside, I was looking at the Gartner website ( earlier today as they just sent out a positioning paper on ITSSM (IT Service Support Management) tools. A new MQ is coming! Anyhow, searching on "service desk" by date also came back with a research paper released yesterday - Successful IT Performance Management for IT Shared Services: Relevant Key Performance Indicators.

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About the Author


HPE IT Service Management Product Marketing team manager spanning our solutions for the service desk, asset mngt, CMS, and more. My background is engineering and computer science in the networking and telecom worlds. As they used to say in Telcom, "the network is the business" (hence huge focus on service management). I always enjoyed working with customers and on the business side of things, so here I am in ITSM marketing.

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