Conversations from the Mirror42 Team

KPI Library News, January 31 2008

The best rated KPIs in the category ‘IT Management’ as rated by our users are as follows:

1- [4] % of service requests posted via web (self-help)

2- [3] Cost of service delivery

3- [5] Critical-time outage

4- [2] % of first-line resolution of service requests

5- [6] % of overdue incidents

6- [9] % of inaccurate CIs

7- [8] % of incidents not solved in-time due to inaccurate configuration data

8- [7] % of escalated service requests

9- [new] Number of untested releases

10- [new] % of IT time associated to IT investment

Within the brackets we have included the previous position of this rating. KPIs that were previously in the top 10 but have dropped out are:

% of outage due to changes (planned unavailability)

% of service requests resolved within an agreed-upon period of time

If you would like to contribute KPIs or rate KPIs in the library, please join us.

KPI Library News, November 28 2007

The best rated KPIs in the ‘IT Management’ as rated by our users are as follows:

• 1- [4] % of service requests resolved within an agreed-upon period of time
• 2- [7] % of first-line resolution of service requests
• 3- [new] Cost of service delivery
• 4- [new] % of service requests posted via web (self-help)
• 5- [1] Critical-time outage
• 6- [3] % of overdue incidents
• 7- [new] % of escalated service requests
• 8- [5] % of incidents not solved in-time due to inaccurate configuration data
• 9- [6] % of inaccurate CIs
• 10- [8] % of outage due to changes (planned unavailability)

Within the brackets we have included the previous position of this rating. KPIs that were previously in the top 10 but have dropped out are:

• Cost of managing ITIL processes
• First line service request closure rate
• Mean Time to Repair (MTTR)

If you would like to contribute KPIs or rate KPIs in the library, please join us.

This article describes the concepts of Critical Succes Factors (CSF’s), Key Performance Indicators (KPI’s), Metrics, and Outcomes & Benefits. It describes these concepts and it includes some examples within the context of IT service management.

This interesting blogpost made think of what is necessary from a management perpective when a company outsources (parts of) the IT infrastructure, applications, people and processes. The blogpost states, among others:

• SLA’s and KPI’s rule the day. Make them the centerpiece of periodic business reviews and use them to determine penalties and rewards.
• Include reward/penalty statements in each SLA/KPI.
• Importantly, require the provider to report how they are meeting the SLA’s and KPI’s, not just the volume.

But imagine what kind of information infrastructure is required to manage such outsourcing contracts based on SLAs and KPIs. Most often, companies tend to have a multi-vendor strategy, which suggests that with each vendor SLA/KPI information needs to be shared, and, for e.g. comparision and ease of reading, consolidated.

At Mirror42 we believe that this flow of this kind of information, not only from vendor to client but also vice versa, should be managed via a “Supply-and-Demand Information Hub”. This hub is responsible for connecting the IT management information flow between the supply-side (IT outsourcers) and the demand-side (clients), and if multiple vendors are responsible for the delivery chain, even between players on the supply-side.

This “Supply-and-Demand Information Hub” enables efficient and effective information sharing on for example SLAs and KPIs. In this world ‘old reporting technologies’ will not suffice, since the information is silo-ed either on supply or demand side. The hub, based on Internet technologies (such as webservices and RSS), enables collecting the relevant data and sharing it by distributing it in personalized dashboard-like ’spaces’ for members playing a part in the IT supply and demand chain. Envision a Facebook or Linkedin like network that enables sharing management information accross organizations, making sure that each member has the right information at the right time.

If you are interested in a demo or are interested how our customers implement these kinds of solutions, I would suggest that you visit our website for more information.