Define/align on KPIs and Metrics

[Adil Chaoui]

To track and measure value, clear KPIs and measures should be in place. We want to ensure stakeholders can measure the progress of the project against ROI.

The key activities of defining and aligning on KPIs and Metrics are:

• Identify the metrics that drive outcome in business activities or processes.  Example: CSAT can be used.
• Translate metrics into estimates of financial value.
• Validate KPIs and metrics with stakeholders.

What have you found to work well for defining and aligning on business case and KPI Metrics?

[Grisel Lopez]

I have found that taking time to ensure stakeholders have the foundational knowledge about why a solution is being suggested (ServiceNow capabilities, Specific process knowledge etc..), aligning a business case and setting KPI Metrics task becomes easier and much more meaningful than trying to propose something without this type of context. 

[Gedi]

One of the best ways to approach alignment is with "ITIL principle mindset" focused on the value and and starting where you are.

As project has not begun yet, one could use kick-off meeting to come up, refine or review project KPIs and align them with short-term (business case) and long-term (company goals) objectives. Working on the KPIs with all the key stakeholders is a great icebreaker when people have not worked from before. In addition after stakeholders spend their own time and energy on objectives & metrics, their project commitment & support is present throughout the whole delivery. 

[Patrick4]

Defining and aligning on the business case  and defining KPI metrics  is  a  great  thing  to do in managing projects. For  a  project  to be  delivered successfully all  stakeholders involved must understand the reason for  the project in the first place. The reason for the project must be valid throughout the project life  and  even beyond. Also, aligning KPI's will enhance a smooth process and keep stakeholders alert that the project is on track.  

[Dawn Khan]

One of the key opportunities to add value is to conduct business process flow alignment.   Too often I heard it said, its not always intuitive how to create the reports or key performance indicators they need.   OR  I don't want too much transparent reporting, until we understand the metrics we manage.

Starting with out of the box and then learning those and adhoc reports can help.   Learning to structure reuseable Workspace Reports for Operations or Dashboard Reports for Service Management can help enable reporting, KPIs and metrics.