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ITIL :: View topic - KPI Reporting on Services
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KPI Reporting on Services

 
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AndyW
Senior Itiler


Joined: Feb 14, 2008
Posts: 77

PostPosted: Wed Apr 21, 2010 1:13 am    Post subject: KPI Reporting on Services Reply with quote

Hi,
sorry for opening up the KPI topic again.
I read through serveral ideas but I would be interessted if somebody has ever implemented an end to end and service oriented KPI reporting.
KPIs derrived from the service IT delivers.

Thanks
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Timo
Senior Itiler


Joined: Oct 26, 2007
Posts: 295
Location: Calgary, Canada

PostPosted: Thu Apr 22, 2010 2:11 am    Post subject: Reply with quote

I doubt anybody ever implemented "end to end" (what does this mean) service structure, let alone useful reporting. But then again, I am skeptical about everything ITIL Smile
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3313
Location: London, UK

PostPosted: Thu Apr 22, 2010 2:23 am    Post subject: Reply with quote

Timo,

I am skeptical that you are skeptical

However, I prefer KFC to KPI
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ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Diarmid
Senior Itiler


Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Tue Apr 27, 2010 7:48 pm    Post subject: Reply with quote

Andy,

not sure what you mean. Surely key [service] performance indicators are bound to be service oriented? But are they not simply whatever is in your SLA?

Are you in one of those organizations that insists on having KPIs but does not specify what is to have its performance measured.
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"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."
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