What are the key performance indicators (KPIs) and metrics for ITSM operations monitoring and reporting?

Driving Improvement with KPIs and Metrics Clear Goals: Align KPIs with organizational objectives for a focused approach. Regular Monitoring: Consistently track relevant data periodically to assess ongoing performance. Spotting Trends: Identify patterns and outliers to understand the bigger picture. Continuous Service Improvement Process (CSIP): Utilize insights through the CSIP model to make timely and effective improvements. Promote Accountability: Foster a culture where teams take responsibility for their results. Adaptability: Adjust KPIs as business needs evolve, ensuring a dynamic improvement process. By integrating these practices, organizations turn data into actionable steps, fostering continuous improvement across all teams.

KPIs are important to know where is the team and where the service is going. You need guidance to build the service you want to achieve. Mesuring will lead you to continual improvement and increase of customer satifaction. It is also need to help the team to perform their task as they know the goal of the work they are doing. If you need sources, you will need to base the requirements with some data and KPIs will be your friends. They provide also visibility to the work done and transparency about what your team and you are doing.

ITIL provides guidance about KPIs and what needs to be mesured. But keep in mind that those suggested KPIs need to be landed in the service reality. KPIs would help you to manage customer expectatives and mesure quality of the service. SMART criteria must be the base as you cannot choose random questions as KPIs: * Specific: Being too generic in your goals will not help the guidance of the service and would lead into confusion and unattended expectatives. * Mesurable: if you can't mesure, you would have more impressions than facts * Achievable: solve 100% of incidents raised would be fantastic but it might be unafordable * Relevant: your team is good at malabars, that is good but it wil *Time-bounded: some days are better than others!

Using the right ITSM tool to collect and analyze KPIs and metrics will establish consistent methods for data collection and reduce manual errors. It will ensure data consistency across different ITSM processes and teams. Using visualization tools like dashboards, charts, and graphs will ensure data presentation in an easily understandable format.

Remmember to listen to the customer. It is very important to manage their expectations and not only the typically KPIs and SLAs recommended by ITIL best practices. You might get to know to the items that needs to be shown not only to managment but also to the other teams to make visible the achivements reached but also the points of improvement. Alwasy keep an eye of what the client is expecting to see and how they want to see it.