KPIs-Key Performance Indicators

SHADAV MOHAMMAD ANSARI PMO| ITC INFOTECH INDIA PVT. Ltd. New Delhi, Delhi, India

Which Key Performance Indicators are we used for Service Delivery Management?
Please share the list .

Posted: Feb 4, 2019 2:05 AM

Sort By:

RAJESH K L Project Manager, PMP| Bharat Electronics, Bengaluru, India Bengaluru, Karnataka, India

Eagerly waiting for the update on this topic

Posted: Feb 4, 2019 2:59 AM

Kiron Bondale Retired | Mentor| Retired Welland, Ontario, Canada

Shadav -

You might want to look into ITIL documentation to get the perspective based on that standard.

Kiron

Posted: Feb 4, 2019 6:39 AM

Abolfazl Yousefi Darestani Manager, Quality and Continuous Improvement| Hörmann-TNR Industrial Doors Newmarket, Ontario, Canada

well, it has to do with your project as well. However, Kiron's offer is a good point to start.

Posted: Feb 4, 2019 9:01 AM

SHADAV MOHAMMAD ANSARI PMO| ITC INFOTECH INDIA PVT. Ltd. New Delhi, Delhi, India

Well Noted .Thanks Kiron .

Posted: Feb 5, 2019 12:29 AM

Naomi Caietti Senior Project Manager | ePMO | Higher Education | Healthcare & IT| Linkedin.com/In/NaomiCaietti

Shadav:
What have you come up with so far? Share so we can comment.

Posted: Feb 5, 2019 11:17 PM

SHADAV MOHAMMAD ANSARI PMO| ITC INFOTECH INDIA PVT. Ltd. New Delhi, Delhi, India

I found below key points which can be used in Service Delivery Management to measure the performance.
1- Service Quality - Reliability & Responsiveness
2- % SLA Meet
3- FCR- First Call Resolution
4- Rate of Customer Retention

Posted: Feb 6, 2019 12:41 AM (Updated by author: Feb 6, 2019 12:41 AM)

Please login or join to reply

KPIs-Key Performance Indicators

Sponsors

Vendor Events

Guessing is not a strategy: How to build decision velocity with AI and real-time data

Newsletters