KPI for Service?

An open discussion on issues related directly or primarily to the service or help desk.
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pawp
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Joined: Sat Sep 11, 2010 8:00 pm

Sun Sep 12, 2010 4:08 am

Hello,

Is it advisable to assign KPIs for particular IT service? I am constructing together with business managers Service Catalogue for small enterprise. I am wondering what KPI can I assign to services like:
- email (service that is resposbile for delivery of electronic messages to and from enterprise employees)
- remote workplace (Provides employee ability to access corporate resources from any place with Internet connection as if customer was in corporate premises)
etc

Or should KPIs only be assigned to functions (Service Desk) and processes?


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Diarmid
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Location: Helensburgh

Mon Sep 13, 2010 3:55 am

pawp,

what is the difference between your service KPIs and the content of your Service Level 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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pawp
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Mon Sep 13, 2010 10:05 am

I don't have Service Level Agreements created yet neither KPI. This is what i need to do.
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