IT Metrics

ITSM Metrics for Service Management Success

Measuring your IT service management initiatives paves the way for improvement. The metrics and KPIs indicate the quality of IT service management performance, and today’s service desk technologies make it easy to capture large amounts of performance data. So, how do you measure the value your ITSM team provides? In this article at TechBeacon, Esther Shein shares some new measures that provide insights into how modern IT services are managed.

Metrics that You Must Focus On

Service Availability

Availability is often determined by:

  • Serviceability
  • Reliability
  • Performance
  • Security

Your metrics must represent the total downtime for the month and the number of service disruptions your customers experience during the same period.

Time to Resolve

This metric measures the average time taken by the service desk executive to resolve an incident once reported. The ‘time to resolve’ metric is closely tied to customer satisfaction. The faster the service desk resolves the issue, the faster your customer can get back to work. However, if the service desk executive closes the call too quickly, without customer satisfaction, this metric may fail to capture customer satisfaction.

SLA Breach Rate

A service level agreement (SLA) breach rate is the percentage of tickets that have breached an SLA. For instance, a breach of SLA occurs when the service desk executive takes eight hours to resolve a critical ticket instead of five hours. Experts point out insufficient staffing and staff incapability as two primary reasons behind frequent SLA breaches. Add more training or increase the staff to prevent future breaches.

Net Promoter Score

This is a proven way of gauging customer satisfaction with a service. NPS makes customer satisfaction scores understandable by focusing on a single statistic. This metric is often calculated by subtracting the percent of low-satisfaction customers from high-satisfaction customers. NPS is beneficial for ITSM organizations when considered alongside other critical metrics.

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