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What are your favourite lead indicators for IT service delivery

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Ratish Pandya Principal Consultant| Systems Plus Solutions Pune, Maharastra, India
Hi All,

I would like to understand what are the lead indicators/KPIs that you use to monitor, manage and report on for IT service delivery performance.
How easy is it to capture the required data?
What is the frequency of reporting on this metric?
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Mohamed Sobair Principal Solution Architecture| Freelance Riyadh, Riyadh, Saudi Arabia

Talking about IT Services Internally (Within the Enterprise), We solely rely on the IT Service Desk System.

The Lead indicators would be the SLAs defined for each category of the tickets. ie: High - Medium - Normal & Low priorities. These should have previously been defined with response time and resolution time.

Also, the Number of Resolved/Unresolved/Pending requests would also be used as an indicators for any IT department.

The Regular reporting time frame is done on quarterly basis, however, it should be weekly/monthly for the IT operations to determine failures and correction actions to be taken accordingly.
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saurabh mahajan PMP, ITIL, PRINCE2| vodafone Pune, Maharashtra, India
We normally track
SLA's, successful changes, # tickets, Unit of work, efficiency, etc
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Mayte Mata Sivera PMO Leader | Speaker | Author Ut, United States
SLA's, number of tickets or incidents with status, both in a weekly basis.

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