Hi everyone,
We are currently working on leveraging Performance Analytics within the ITSM scope in our organization. As part of this initiative, we are looking to identify meaningful reports and indicators that can be shared with the business to effectively showcase the capabilities and value of PA.
As we build out our PA capabilities, we’re looking for ideas, examples, or use cases of business-relevant indicators that have worked well in your implementations. Specifically, we’re interested in:
Indicators that help show improvement in service delivery
Metrics that reflect agent performance and capacity
Dashboards that present incident/request trends
Any out-of-the-box KPIs from ITSM that you’ve found particularly impactful
Suggestions on how to visualize data effectively for leadership and non-technical stakeholders
We’d really appreciate any insights, real-life examples or recommendations you can share to help us make the most of PA and showcase its strategic value to the business.
Thank you in advance for your help!
Thanks,
Gurudev K.
