Test yourself - 9 questions to see how well you know your ITSM KPIs

  • 6 September 2023
  • 4 replies
  • 171 views
Test yourself - 9 questions to see how well you know your ITSM KPIs
Userlevel 2
  1. Do you know your Incidents to Requests ratio? This is crucial to know as it is an indication whether your IT organization is operating at a healthy level or mostly fire fighting. It’s also a good way to find out whether your tickets are classified properly by your users (are they opening requests when they should open incidents?)
  1. What is your organization’s average MTTR this month? Does it meet your expectations? Did it improve from last quarter? 
  1. What is your user satisfaction score? Are users happy with your IT organization? Do you want them to be? Is it improving quarter after quarter?
  1. What is the percentage of tickets that are closed within 24 hours? What is the percentage of tickets that are closed after over 5 days? Are you satisfied or concerned with what you’re seeing? What are you planning to do about it?
  1. How many Changes and Problems did you have this quarter compared to last quarter?  Do you use SysAid’s Change Management or Problem Management processes to help you measure these KPIs? 
  1. What is the percentage of tickets that are opened through the Self-Service Portal? What was it last year? Do you think that’s a good number? Anything that can be done to improve it?
  1. What’s the average MTTR this month of the tickets that were opened for the most popular category? What was it last quarter? Can this be improved?
  1. Which of your admin groups have the best average MTTR?  Why is that?
  1. What percentage of your tickets were handled by just one person? Is that a good number? Can more people handle tickets without assigning to additional reps?

 

The first step to improve an IT organization is to first know the numbers. Only then you can strive to improve them. If you don’t know these numbers and wish to impress your management team, ask us how we can help.


4 replies

This is one of my favourite features in SysAid today! 

The level of depth you are able to see here is incredible! Having to look at the efficiency of your service desk and understand how performance has been improving time over time and making it super clear and easy to know where to focus your time. 

 

Thanks for sharing Miron! 

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The screen shot of the dashboard above looks really impressive, How can customers like us get our hands on it.

@Michelle J seem like you can help with that 👀

The screen shot of the dashboard above looks really impressive, How can customers like us get our hands on it.

 

Userlevel 1

Nice, Miron! This looks like a great way to visualize progress and performance and make data based decisions. 

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