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How to Create Trust with ITSM Metrics

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I think I finally stumbled across truth in advertising. I was here in the U.K. about a week into my new role as director of EMEA sales and watching TV when the advertisements came on. I wasn’t paying much attention, (Who watches ads?) but s

How to Create Trust with ITSM Metrics

The word Truth appearing behind torn brown paper.

omething caught my eye. At the bottom of the screen it said “71% of 176 women said they…” Interesting. I watched some more advertisements (bet they didn’t know THAT would make me watch the ads) and noticed a pattern emerge of “A percentage of a certain number of people said or agreed.” Nirvana. I had the ability as a consumer to watch and decide if the percentage of respondents and the sample size was large enough for me to believe the statement of the ad.

What if you applied the same to the data you collect in your service management software solution and advertise on your dashboards? After all, most ITSSM vendors, including Cherwell Software, boast about KPI’s, reports, and dashboards that are provided for you, often out-of-the-box. So, can you trust the data that you collect? Consider:

  • You know your first call resolution rate is increasing each month. But, can you see if your customer satisfaction is decreasing or your re-open rate is increasing? If you are experiencing negativity as a result of closing Incidents too quickly, who cares what your first call resolution rate is.
  • Out-of-the-box reports are great and save time and energy, but do you know what criteria your vendor decided to use to arrive at those reports? What if they have a different criteria for arriving at the report than you thought?
  • A spike in Incidents related to a particular piece of software appears in a report or on a dashboard. That is a problem. But what if it is all originating from only one department? What if the spike in incidents is correct, but the percentage of upset employees is low?

I have seen ads all of my life, but moving forward, I will never fully trust ads that aren’t giving me all the data. As for IT departments, you need to make sure there is truth in what you are advertising in your reports and on your dashboards. You need to be able to analyze the data and decide if all of the information is there to believe the statement it is making to you. You need business intelligence you can trust. Do you trust yours?

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