Metrics and KPIs

Are you planning an improvement project within your organization? Consider performing a baseline measurement first. You’ll increase the chance of success.

You want to meet your incident management targets, we all do. But what incident management KPIs should you focus on? And what targets should you aim for?

SLAs are great for reporting to management but too much focus on that may risk long term damage to your organisation. The solution? A shift towards XLAs.

When almost any interaction with your Service Desk can be monitored, how do you report on the right data? These are the service desk metrics to report on.

Setting up metrics is not always as simple as creating a number you want to reach. You need to set KPIs that you need to shoot for.