Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
· Home
· Content
· Feedback
· News
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account


The five ITIL books can be obtained directly from the publisher's website:

Or as downloadable PDFs: HERE

Current Membership

Latest: MaricelaNe
New Today: 30
New Yesterday: 34
Overall: 231568

People Online:
Visitors: 136
Members: 1
Total: 137 .



Don't have an account yet? You can create one. As a registered user you have some advantages like theme manager, comments configuration and post comments with your name.

Related Resources

Service related resources
Service Level Agreement

How to set up
IT Change Management
Process Info-Graphic

NOTE: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


Select Interface Language:

Please contact us via the feedback page to discuss advertising rates.

The Itil Community Forum: Forums

ITIL :: View topic - User Administration KPI's
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

User Administration KPI's

Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk
View previous topic :: View next topic  
Author Message

Joined: Sep 03, 2008
Posts: 4

PostPosted: Thu Sep 04, 2008 10:43 am    Post subject: User Administration KPI's Reply with quote

Hi all,
General ITSD query if I may please.
Just wondering if anyone has some existing user administration type KPI's for service desk staff.
We process access requests for multiple systems but depending on the request as to the amount of time to process it. I.e new user varies depending on amount of access & amount of time to create mailfiles on certain servers etc, user moves depends on mailfile sizes etc or can just be address book updates required, access changes could be entire role access changes or simply adding a datagroup etc & user deletes again can vary alot due to mailfile sizes & connection speed to required servers etc
Finding it difficult to be clear & concise with what we require in order to ensure staff are clear about what we expect them to produce etc for staff review measurements etc.
We have a few ideas but nothing that we feel entuirely comfortable with at this time.
Any ideas or suggestions would be very much appreciated.
IT Service Desk Team Leader
ITIL V3 Certification
Back to top
View user's profile
Senior Itiler

Joined: Sep 16, 2006
Posts: 3597
Location: London, UK

PostPosted: Thu Sep 04, 2008 5:57 pm    Post subject: Reply with quote



Take the tickets that you have and do some statistical and date/time analysis on them

Use them as a base line to figure out

Also, what does your policy documents, procedure and process documents say
what does any OLAs with the other groups say
etc etc etc

as far as KPIs... CoBIT provides some explicit ones

check out ISACA we site
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
Senior Itiler

Joined: Mar 04, 2008
Posts: 1894
Location: Helensburgh

PostPosted: Thu Sep 04, 2008 6:00 pm    Post subject: Reply with quote

I sometimes think that, at that level, KPIs are little more than judgment calls.

If you use time taken on calls you have to take large numbers to even out the different types of issue raised.

If you take fix on call numbers you have to be sure which issues are capable of this fix by these staff.

You can look at correctly allocating calls to second line, but again you need significant numbers.

How true these statements (and many others that could be put forward) are, depends on what kind of calls you get and what the objectives of your service desk are.

The only way to get to the right KPIs is to map them to your objectives and the service requirements that you are responding to.

Too many organizations start with "what can we measure?" rather than "what do we need/want to achieve?"
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
Back to top
View user's profile Send e-mail

Joined: Sep 03, 2008
Posts: 4

PostPosted: Thu Sep 04, 2008 8:09 pm    Post subject: Reply with quote

Cheers for the replies so far.

To be honest I feel one of our biggest problems is the systems we use & being able to get the data easily.
Our access request system is different to our call management system & we dont log the access requests simply due to volumes as would need two staff fulltime just to log them.
We do have some stats from the requests system but they are alot more difficult to setup/alter etc.

I guess what Im really trying to decide is can we just use request volumes or my other idea is to add an SLA to the request & do some calculations with the volumes in order to come up with like an hourly figure to indicate sufficient time is being spent doing the requests etc.

I think maybe I just have to run through some more scenarios with some of the previous data & see how I go but I just thought someone else may have similar issues & have some ideas I could run through.
IT Service Desk Team Leader
ITIL V3 Certification
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk All times are GMT + 10 Hours
Page 1 of 1

Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003

Forums ©


Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.