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ITIL :: View topic - Standard ITIL Calculations?
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Standard ITIL Calculations?

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Joined: May 21, 2007
Posts: 3

PostPosted: Tue May 22, 2007 2:13 am    Post subject: Standard ITIL Calculations? Reply with quote

I understand that ITIL is a set of standard processes and procedures for executing work in support of an IT environment, but are there standard calculations that fall in line with these?

For example, when discussing the Service Desk, are there standard ITIL calculations for determining:

  • First Call Resolution (FCR)
  • Speed to Answer
  • Abandonment Rate

As you progress through the other aspects of ITIL, do standard calculations for various service levels exist?

Having worked in the outsourcing world for the last few years this seems to be one of the gaps where a lot of people don't agree. Any guidance?

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Joined: Sep 27, 2005
Posts: 207

PostPosted: Tue May 22, 2007 10:45 pm    Post subject: Reply with quote

ITIL is a quite generic set of best practices. It gives you some guidance as to what you should be measuring, but it doesn't go into any details. The point is that you should be measuring what you do against your objectives in order to be successful.
Fabien Papleux

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Senior Itiler

Joined: Mar 29, 2007
Posts: 123
Location: FRance

PostPosted: Fri May 25, 2007 8:08 pm    Post subject: Reply with quote

The objective is to align IT services with the business strategy.

Different companies will have different strategies, goals and priorities and therefore their respective IT departments will also.

That's why there is definitly NO standard measurements in ITIL.

Depending on whether your company is focused on quality or cost reduction as a key business success factor, the expectations towards the performances of IT services will be totally different (targeting best quality IT services when priority is on cost reduction does not really align with the business objectives...)

JP Gilles
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