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KPIs and Trending Analysis: How To Visualize Service Management with HP Executive Scorecard

Mark E. Bradley ‎10-17-2013 09:15 PM - edited ‎09-17-2015 09:03 PM

You already know that HP Service Manager offers operational reporting capabilities out-of-the-box to track important data within your ITSM environment. In the area of change management, you can look at changes closed that meet an SLA target, changes scheduled for the week, open and closed changes, as well as emergency, rejected and successful changes. In summary, we offer a clear, comprehensive view of your change management metrics. In the area of incident management, HP Service Manager users can search all incident records using any combination of search conditions with the results presented as a table or a chart.   The same goes for service desk / interaction management and other ITIL processes.



However, do you sometimes find yourself wanting more? Beyond tabular operational reporting, would you like to visualize trends in this data over time? Would it be important to consolidate several sources of data into one picture of your service management environment? Would it be convenient to allow different personas to view performance against KPIs in different ways and drill down to the underlying data as needed?  If you answered “yes” to any of these questions, then let me introduce you to HP Executive Scorecard. HP Executive Scorecard is a comprehensive tool for management reporting and analysis that offers a systematic approach to digitizing the sensing, measuring, and instrumentation of the entire IT-controlled landscape into single consolidated views for IT leaders and practitioners. Essentially, HP Executive Scorecard is a single pane of glass that pulls all the information and analysis together direct from HP Service Manager and other complementary HP IT service management applications.


To enable business executives to show continued improvements in IT Service Manager execution, the HP Executive Scorecard provides key performance information that drives IT-related decisions. It’s the type of information needed to define strategy and provide strategic direction in the provision and delivery of services throughout the service lifecycle.  HP Executive Scorecard, in concert with HP Service Manager, offers organizations the right information at the right time to make accurate decisions. With this integration, it becomes easier than ever to optimize business processes while providing an extensible data model for key areas of IT performance, out-of-the-box metrics and Key Performance Indicators (KPIs).  



HP Executive Scorecard tracks and analyzes the following Service Management KPIs:


Change Management KPIs:

  • % of Changes Resulting in Outage
  • % of Emergency Changes
  • % of Unauthorized Implemented changes
  • % of Unplanned Changes
  • Approved vs. Rejected Changes
  • Automated Change Implementation Rate
  • Automated Change Implementation Success Rate
  • Change Backlog Size
  • Change Success Rate
  • Number of Completed Changes


Incident Management KPIs:

  • % of Reopened Incidents
  • Incident Aging
  • % of Escalated Incidents
  • Average Outage Duration
  • Number of Opened Incidents
  • Incidents Backlog Size
  • Number of Closed Incidents
  • Incident Resolution Time
  • % of Incidents Classified as Security Related


Service Desk / Interaction Management KPIs:

  • % of First Call Resolution
  • % of Interactions in the Backlog
  • Average Interaction Closure Duration



Working together, HP Service Manager and HP Executive Scorecard automate and decrease the effort required for the data gathering process so that leaders can view performance and problem areas in real time. This allows negative trends and performance to be addressed early so that organizations can continuously evaluate and govern cost, risk, quality and the time-to-value of IT application services and processes. For a more detailed view of a use case scenario, be sure to view the HP Executive Scorecard Demo Digital Book.  


Are you currently using HP Executive Scorecard and/or HP Service Manager? We want to know what you think! Leave a comment here or tweet us at @HPITSM @SyscoKid87

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About the Author

Mark E. Bradley

Software technical product manager for HP Strategic Analytics--Executive Scorecard (XS) and Financial Planning & Analysis (FPA). Generate technologically sophisticated IT Performance Analytics use cases in collaboration with fellow HP product managers and design partners. Liaison for XS & FPA product managers, customers, and development team. Draw upon experience and industry pulse to influence the definition of product strategy and roadmap. Primary implementer of POCs for key elements of the company's offering including executive scorecard, financial planning and analysis, and process analytics..

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