We do a great job. Our dashboard is a sea of green... Really?

A Forrester-client inquiry call and the creation of some slides for a webinar with Axios really got me thinking about how we measure our success in IT. It just seemed so easy to take the IT version of success (and the associated measures) and create a snide customer retort. It’s a little tongue-in-cheek but please take a read of one of my Axios slides:

I'm sure there are many more to play with.

If you read my blogs on a regular basis you will have seen:

But I need to bring the topic up again.

Common ITSM metrics - help or hindrance?
Don’t get me wrong. Organisations such as HDI do a great job in providing benchmarks across common metrics. I use them regularly and Forrester clients want to receive them. Benchmarks are like gold dust in IT.
What worries me though is that:

Did you hear that? It was my gauntlet hitting the floor.

Please take a look at your metrics or KPIs and do two things:

Finally, if you want to tune into the Axios webinar on “Using ITSM to increase business user satisfaction and the perception of IT” the sign up is here. And don’t forget the wise words of Ivor McFarlane of IBM: “If we use the wrong metrics, do we not get better at the wrong things?”

Posted by Stephen Mann

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