Service Operation Metrics, KPI and Reporting

An open discussion on issues related directly or primarily to the service or help desk.
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mttu
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Tue May 22, 2012 8:41 pm

We are using ITIL approach & I have been asked by my company to develop Service Operation KPI's/metrics end user guidance so that users follow what we have for them.

I am interested if anyone out there who have already developed this.


Would appreciate any inputs !!!

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BorisBear
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Wed May 23, 2012 7:08 am

mttu wrote:We are using ITIL approach & I have been asked by my company to develop Service Operation KPI's/metrics end user guidance so that users follow what we have for them.

I am interested if anyone out there who have already developed this.


Would appreciate any inputs !!!

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Base your metrics on your KPIs
Base your KPIs on your SLA
Base your SLA on your contract and OLAs
If you don't have a contract then get one asap (unless it's an internal customer)
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mttu
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Wed May 23, 2012 9:51 pm

Appreciate ur inputs Boris
What would be starting point if you were asked to prepare one...for (end users-service level managers as an eg)
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Diarmid
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Thu May 24, 2012 4:30 am

Boris already told you.

Your starting point is the SLA.

The contract and OLAs need to be in place to give your SLA a fighting chance of being realistic.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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mttu
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Fri May 25, 2012 11:03 pm

Thank you Diarmid
I am kind of new to this process...It would be great if you could explain in more detailed.. yes our OLA & SLAs are in place.

Can you suggest some question, which I could ask when interviewing SLMs from guidance perspective??
I am not sure if this question makes any sense :(
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Diarmid
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Mon May 28, 2012 2:36 am

Your SLA(s) are your commitments to service levels and, as such, should identify what needs to be measured and at what frequency in order to verify that you are meeting your agreed service levels.

Equally, if the measures you are looking for are internal to your service management (because they are underpinning your evaluation of your service delivery capability, rather than evidencing it to your customers), then you have to derive them from your service definitions and levels that are specified in your SLA(s).

Specific guidance, of any value, could only be offered by us if we were to study your SLA(s) and your service environment, and that would be consultancy work way beyond the remit of this forum.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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BorisBear
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Mon May 28, 2012 5:07 am

mttu wrote:Thank you Diarmid
I am kind of new to this process...It would be great if you could explain in more detailed.. yes our OLA & SLAs are in place.

Can you suggest some question, which I could ask when interviewing SLMs from guidance perspective??
I am not sure if this question makes any sense :(
You started this thread with you end user in mind therefore perhaps you should be working in consultation with some key users/customers to see what works. Look to your SLAs to get some ideas of the targets you are working to and then draw up some metrics/reports that you use to start a discussion with your customer.

SLAs/SLM can be a 'dry' subject so you will need to see what works for you/them. There is some very good advice on some of the LinkedIn SLM groups/forums
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mttu
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Mon May 28, 2012 11:31 am

Thank you Boris!!!
Will post some more doubts as I go ahead :)
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mttu
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Tue May 29, 2012 12:05 am

Thanks Diarmid!!! So the first step is to study our SLAs established for our services and then based on that question our SLM(end user) about their consideration & reports they require within service operation...


Diarmid wrote:Your SLA(s) are your commitments to service levels and, as such, should identify what needs to be measured and at what frequency in order to verify that you are meeting your agreed service levels.

Equally, if the measures you are looking for are internal to your service management (because they are underpinning your evaluation of your service delivery capability, rather than evidencing it to your customers), then you have to derive them from your service definitions and levels that are specified in your SLA(s).

Specific guidance, of any value, could only be offered by us if we were to study your SLA(s) and your service environment, and that would be consultancy work way beyond the remit of this forum.
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mttu
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Tue May 29, 2012 10:11 pm

Got to know we don't have SLAs defined yet, but we need to engage SLM & SLL & need to come up questions in such way that we can find out what they looking for in terms of reports for their services, & what they need. Also such that way we can define SO KPI & Metrics....
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Diarmid
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Wed May 30, 2012 4:42 am

Without SLAs you do not have defined objectives for service delivery - or to put it another way, you and your customer do not have an agreement as to what your services consist of. At best you have implied service requirements - and wow! are they dangerous.

Producing reports that do not address an agreed and documented requirement will only reinforce the unvalidated (and probably invalid) assumptions that you and your customers have, not to mention that they and you will probably have very different interpretations of what the reports mean.

Measure your services in terms of such as availability, throughput, response times, recovery times, making sure you engage the customer(s) to understand what aspects are key to their business objectives; establish, from the customer(s), the business costs and risks of various areas of failure and the potential business benefits of various areas if improved; assess your capability (resources, skills and knowledge, management flexibility, etc.) to maintain and improve on current quality of service (service levels); draw up SLAs with your customer(s). And only then start publishing meaningful reports addressing the areas of your agreements and the areas that underpin those agreements.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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