Define/align on KPIs and Metrics

Adil Chaoui
ServiceNow Employee

‎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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22 REPLIES 22

stephtruck
Tera Contributor

3 weeks ago

Understanding the business and how their company looks at ROI - time saved, revenue growth, bottom line dollars saved. Also being curious about the broader strategic objectives and directly relating the business case and KPIs to those top level outcomes.

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nikhildevka
Tera Contributor

3 weeks ago

 

  • A strong business case isn’t complete without clear KPIs. They help track progress and prove value to stakeholders.

    ✅ Start with business outcomes – What problem are we solving? (e.g., reduce ticket backlog, improve self-service adoption)
    ✅ Map KPIs to those outcomes – Examples: SLA compliance %, Virtual Agent deflection rate, MTTR.
    ✅ Quantify the impact – Convert improvements into time saved, cost reduction, or productivity gains.
    ✅ Align early with stakeholders – Make sure everyone agrees on what success looks like before

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seunjesus
Tera Contributor

a week ago

What has proven effective in defining and aligning on business case and KPI Metrics, is the ability to track and measure value outcomes. This enables stakeholders to objectively monitor progress and continuously assess the project's performance against expected ROI.

0 Helpfuls