Define/align on KPIs and Metrics
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‎05-25-2021 01:13 AM
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?
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‎09-24-2025 10:24 AM
I have found that KPIs should directly measure the success of the business objective. And so it makes sense to use the SMART framework: Specific, Measurable, Achievable, Relevant, Time-bound.
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‎10-24-2025 09:04 AM
Although I don't have much experience with this given my role, I'd imagine having the key stakeholders in the room to discuss would be very important. You can get a lot of feedback/thoughts from lots of people but its important to make sure that they are the "right" people.
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‎10-31-2025 07:25 AM
In an initial search within the community, I found some interesting reference material:
https://www.servicenow.com/community/spm-articles/spm-kpis/ta-p/3150453
Additionally, I think this document is a good guide:
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‎10-31-2025 07:32 AM
Identify the customer’s business needs, current IT/operations pain points, budget, urgency. Articulate the business outcome: e.g., reducing operational cost, improving time to market, increasing agility. Clarify how to measure and track value / ROI for the solution.
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‎11-04-2025 01:32 PM
Sem as métricas e KPI's validados pelas partes interessadas, torna-se impossÃvel medir o progresso de um projeto em relação ao ROI.
É de extrema importância a identificação das métricas que impulsionam o resultado nas atividades de negócio, bem como, a tradução de métricas em stimativas e validação de KPI's.
