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Re: Incident managers, listen up: The CIO might be watching!

chuck_darst

Myles,

 

Do you have any interesting examples of IT organizations incorporating survey data into HP's Executive Scorecard?

 

When doing some research on incident management KPIs a few years ago, I personally proposed the following top 10 list based on a variety of industry sources. Given all of your CobiT related investigations, I am curious about your top ~10 KPI list specific for Help Desk Managers dealing with Incident Management.

 

Also, what would you recomment rolling up into a higher level score card or report?

 

Chuck

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About the Author

chuck_darst

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.

Comments
chuck_darst

Myles,

 

Do you have any interesting examples of IT organizations incorporating survey data into HP's Executive Scorecard?

 

When doing some research on incident management KPIs a few years ago, I personally proposed the following top 10 list based on a variety of industry sources. Given all of your CobiT related investigations, I am curious about your top ~10 KPI list specific for Help Desk Managers dealing with Incident Management.

 

Also, what would you recomment rolling up into a higher level score card or report?

 

Chuck

MylesS

Wow, what a great questions! I will answer this in two ways. What are my top 10 KPIs from XS for Service Manager and what are my favorite COBIT 5 Service Management KPIs. I will do the first in David Letterman Style.

 

10

Percent of software licenses in use

9

Percent of reopened incidents

8

Percent of escalated incidents

7

Percent of unplanned changes

6

MTTR Customer Incident

5

Percent of met SLAs

4

Percent emergency changes

3

Percent of changes resulting in outages

2

Change Success Rate

1

Percent incident response time meeting SLA

 

Now my favorite COBIT KPIs relating to service management.

 

-Percent of unsuccessful changes due to inadequate impact assessment

-Unsuccessful changes that take down a business service and have to be back out

-Number of emergency changes not authorized after the change

-Decreasing the number of reoccurring incidents caused by unresolved problems

-Percent of incidents causing disruption to business critical processes

-The level of user satisfaction with service request fulfillment

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