Cherwell IT Service Management Blog
Resources, Best Practices, and Solutions for ITSM Pros

Metrics – It’s The Ones Your Customers Care About

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At Cherwell Software, we love many of Stephan Mann’s blog posts, and this one really strikMaking Metrics Matteres a nerve — We do a great job. Our dashboard is a sea of green…Really? We know that dashboards, reporting and metrics are a ‘hot topic’ within the service management industry. Heck, how else are you to capture, highlight and trend your work and drop loud hints about your accomplishments. But, but we also know that many service desk are just starting their metrics journey, and gulp, some are now even taking the leap into business value metrics.

(If you have some free time, listen to our recent webinar on Making Service Desk Metrics Matter. We also have a great whitepaper, produced in conjunction with the SDI, Making Metrics Matter).

Stephen makes the great point that the metrics you measure really need to be the metrics the business cares about and those your customers care about. Does the business care about how may calls or incidents you received this month? It probably cares more about how many incidents you fixed first time, how long you it took you to fix them and the business implications of those incidents.

In his blog posting, Stephen mentions the following worries him: “We continue to see metrics as a score to beat rather than a pulse to take and the right medicine taken as needed.” So true. I couldn’t have said it better myself.

Are you tracking the right things? This really is what this is all about.

Yes, use the SDI’s Service Desk Standards as a guide to the 30 metrics that every Service Desk should measure. This will start you off on the right foot. But then, go freestyle, go off-piste. This is the only way to identify how you can truly benefit the business, the business you support.

Start asking questions. Start engaging with those who read your metrics reports, or, those who should read them. Your goal: To be relevant and meaningful. Make this a priority and assign someone on your team to own this responsibility and give them the freedom to do so. What do you have to loose? You may be surprised by what you find out. As Stephen says, “…you are not viewing metrics as the final output but rather as an input into something else, such as business conversations about services or improvement activity.”