Success with an IT Service Catalog truly translates into a higher objective – delivering services correctly and consistently to happy customers. A beautiful Service Catalog or employee self-service portal front door leading to poor, inconsistent services will be a failure, and will make customers even angrier than before given you have raised their expectations – then not delivered. Key Performance Indicators (KPIs) are the telemetry that underpins consistent, high quality service delivery. There are 7 steps to creating good KPIs. In today's post, Steps #2 and #3 (Click here to read Step #1).
Step #2: Identify and list all existing metrics and reports.
Realizing that your organization has many metrics and reports, it is important to seek out and identify all that exist. Once listed, your organization can review the list for accuracy and include those metrics and reports that individuals or departments are creating.
Evergreen recommends listing existing metrics and reports in a spreadsheet and then segment the reports by process or other category that makes sense to your organization. Note the following example, which we will edit in a later step.
Step #3: Communicate metrics and gain agreement by leadership, stakeholders and SMEs.
The goal of this step is communicate the list of potential KPIs to the entire organization and then gain agreement that all relevant KPIs have been identified. Importantly, the list should not be construed as the finalized KPI list. Specific identification of the KPI list will come in Step #5 when existing KPIs are combined with any new KPIs and then ranked by their importance.
Keep in mind that the specific identity of stakeholders at your enterprise depends upon the culture at your organization. Generally, stakeholders can include customers, users, suppliers, internal staff and subject matter experts. Including these individuals as ongoing reviewers is important because every process and service delivers their primary results to customers or stakeholders.
NEXT WEEK – Steps #4 and #5:
Construct new KPIs
Quantify which KPIs are best based upon defined criteria