Conversations from the Mirror42 Team

When designing a Key Performance Indicator (KPI) you have a choice to approach the measurement with either positive or negative attitude. For example, take a simple KPI for customer requests. These requests can be solved on-time or outside the set time limits. There are basically two choices in designing a KPI measuring how many customer requests are solved within the set time limits:

(a) % of requests solved within the set time limits (postive)
(b) % of requests not solved within the set time limits (negative)

It is up to you.

Amsterdam, The Netherlands – July 3, 2007 — Mirror42, the leading provider of next-generation Integrated IT Management dashboards, announced the availability of a new platform for extensive Key Performance Indicator (KPI) libraries. The Mirror42 libraries include a wide array of KPIs for IT Service Management and Business Processes.

Read the full press release.