It’s been a busy ITSM-consulting time recently, with many organisations starting to renew their service improvement initiatives – good to see and also challenging, as there is a real demand for new ideas and thinking.
Apart from several projects looking to procure new ITSM tools, I’ve also been working on a couple of projects that are looking to really develop the quality of metrics and reporting. As a background to this I also produced a short BrightTALK Webinar last month with targeted, solid advice and guidance for practitioners.
This webinar got some great feedback – if you don’t have time to listen through in full, the gist is simply this:
[important]Is your reporting delivering any value? Does anyone actually read or act upon the information produced? If not, then please stop and use the time you spend producing this stuff to produce something useful. [/important]
What would be useful? Well of course, if you can produce customer-based ‘service’ reporting, based around service bundles (see previous posts on this blog and webinars on my new custom BRC BrightTALK channel), that’s great. Of course you might not be able to do that – or do it right away. So it is useful to consider how you can improve your internal IT reporting, particularly if you develop the ‘bundles’ concept into different areas of IT.
The basic concept here is to consider how you can provide a rounded view of service quality and operational reporting – as appropriate for different audiences and groups. The Service Desk reporting ‘bundle’ will include telephony, incident and request handling, customer sat and other metrics, weighted into an appropriate ‘bundle’. Resolver groups and IT Management will have different metrics, perhaps looking at incidents caused by changes, relative numbers of outstanding incidents and problems etc. (I offer full details and explanations in the webinar).
This approach is always well received within IT and ITSM groups, particularly as it doesn’t require significant alterations to current reporting, plus it also avoids the need to tackle some of the bigger and tougher SLM challenges (dealing with customers..!?!). So it’s not the ideal end goal but a good stepping stone to get there…