Search found 6 matches

by mttu
Tue May 29, 2012 10:11 pm
Forum: The ITIL Service Desk
Topic: Service Operation Metrics, KPI and Reporting
Replies: 10
Views: 10732

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....
by mttu
Tue May 29, 2012 12:05 am
Forum: The ITIL Service Desk
Topic: Service Operation Metrics, KPI and Reporting
Replies: 10
Views: 10732

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... Your SLA(s) are your commitments to service levels and, as such, should identify what n...
by mttu
Mon May 28, 2012 11:31 am
Forum: The ITIL Service Desk
Topic: Service Operation Metrics, KPI and Reporting
Replies: 10
Views: 10732

Thank you Boris!!!
Will post some more doubts as I go ahead :)
by mttu
Fri May 25, 2012 11:03 pm
Forum: The ITIL Service Desk
Topic: Service Operation Metrics, KPI and Reporting
Replies: 10
Views: 10732

Guidance

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 :(
by mttu
Wed May 23, 2012 9:51 pm
Forum: The ITIL Service Desk
Topic: Service Operation Metrics, KPI and Reporting
Replies: 10
Views: 10732

Serv OPs KPI, Metrics & Reporting

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)
by mttu
Tue May 22, 2012 8:41 pm
Forum: The ITIL Service Desk
Topic: Service Operation Metrics, KPI and Reporting
Replies: 10
Views: 10732

Service Operation Metrics, KPI and Reporting

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 !!!

Code: Select all

[/quote]