KPI for Knowledge Management, Service Management, Platform Management and improvement

[kafley_monami]

Hi,

We are currently making preparations for launching ITSM with ServiceNow and I was keen to know what should be the best practice for standardizing the KPI particularly for IT processes.

What KPI's do most standard IT companies use that helps to keep their knowledge base, service management and platform management well-structured and helps to build the most productive dashboards and reports

[AndersBGS]

Hi @kafley_monami ,

I do believe that there are several 100 different answers to your question based on application level and company utilizing the ITSM. In general, it's not what is best practice for different companies, but more what is the KPIs in the company where you're implementing ITSM that they would like to know, measure and understand. 

Do they want to see the current measures or trends. Do they want to know utilization, performance, backlog  and will there be set targets, penalties etc.

if my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders

[kafley_monami]

Thank you Anders for your response.

What if, we are looking for ways for better utilization, performance, backlog tracking along with achieving targets what should the KPI's look like in that regards.

We want to know with these parameters in concern how best can we design the KPI's?

[AndersBGS · Accepted solution]

Hi @kafley_monami ,

In general for ITSM, it is always good to look at created last month, resolved last month, open tickets. This goes for RITM and INC. According to knowledge, you need to measure at your knowledge management process together with subscribers and mark as solutions. At last for change management, measure successful, failed etc. together with a backlog of change requests and/or Post change implementation requests.

For targets, the can be set in PA and assigned through PA to target responsible.

Above is just basic standard, and I do still believe from customer to customer, that there are several other performance metrics that would be required - e.g. DSAT analysis, response rates, problem trending etc.

if my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders