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

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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About the Author

MylesS

Mr. Suer is a senior manager for IT Performance Management. Prior to this role, Mr. Suer headed IT Performance Management Analytics Product Management including IT Financial Management and Executive Scorecard.

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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