3.10 What Metrics Will Be Used?

Above all else, remember why we produce management reports and identify key performance metrics.

“To enable stakeholders involved in IT service management to make informed, rational decisions about the IT services and support offered to customers”.

Starting from this premise, some of this data is going to be more important to us than the rest. We will refer to the data which is important to us as Key Performance Data.

Your own choice of what is Key Performance Data should be influenced by:

For instance, you may provide an E-mail system and your organization requires the SLA to be met 90% of the time. In this case, it would make sense to include SLA target achievement data as part of the Key Performance Data.

At first glance, it might seem that identifying your Key Performance Data is a very difficult task, particularly as there will be a lot data to use in reports. To help, we are going to classify performance data into the requests types that we have used previously, those of Service Request, Incident and Change. In each case, you need to have a clear idea of what the data might tell you about the services you are providing to customers.

Service Request:



Along with metrics for each of these areas, you should also consider measuring the satisfaction of your customers that interact with the service desk. This is an area this is frequently overlooked but carries substantial value.

A good approach to measure customer satisfaction is case-by-case surveying. Each time a case is closed, which means the request has been resolved and the resolution has already been communicated to the applicant, a short survey on the case is sent to the customer.

With the following example survey you might want to add options such as very satisfied, somewhat satisfied, somewhat dissatisfied and very dissatisfied. Do not use “NA” or “neutral”.

You then might want an open ended question about how your customer sees how you could improve your overall service or anything else they may want to add.

Service Desk Proposal

Now it's time to bring together what the business has asked for, what I.T is capable of delivering, any gaps that exist and metrics to demonstrate delivery. This will then be discussed with the key stakeholders that you have been meeting with to obtain alignment. Adjustments may need to be made to the proposal before alignment will be obtained. It is vital than any adjustment and the reason for it is recorded. More than one meeting may be necessary.

The proposal should cover:

Depending on your organisation, the proposal can be a slide presentation or a more formal document. For either case make sure that you make it readable for the intended audience.

Service Desk Charter

Now that the proposal has been accepted you should create a Service Desk Charter. We would suggest that you obtain signatures from senior IT and business management to help give it authority within your organization and also make it visible to the greater organization e.g publish on your internal website.

It servers two main purposes:

This should not been seen as a something that is fixed in stone. You will need to revisit on a regular basis with your organization to make sure that these are what they require. Here's an example: