Project Management

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Topics: Benefits Realization, Consulting, Cost Management
IT AMS Project KPI's and Tools
I am looking for IT AMS project KPI's and tools to monitor the AMS project health.
If you mean by AMS Application Management Services and the project implements and delivers the contract, you normally do not have KPIs but SLAs (Service Level Agreements).

Anyhow, if KPI or SLA, we normally see too many of them, diffusing the view on the value provided. Also, some of them are needed to operate and monitor detail level, but do not contribute much to the overall status of the contract.

The value/benefits of the contract to the customer can be different, e.g. cost reduction (e.g. per ticket), user satisfaction, and also dis-benefits should be measured and minimized over time (e.g. language and cultural problems, lack of perceived empathy, AMS staff attrition, delays by escalations). So we need to look at every case, there is no one-size-fits-all.

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