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ITIL :: View topic - Determining KPIs for a new Customer
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Determining KPIs for a new Customer

 
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gautambangalore
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Joined: Oct 26, 2009
Posts: 20

PostPosted: Mon Nov 14, 2011 11:48 pm    Post subject: Determining KPIs for a new Customer Reply with quote

How would you determine which KPI's you would need to measure when engaging with a new customer?
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Tue Nov 15, 2011 5:24 am    Post subject: Reply with quote

I hope I'm not misinterpreting the question, but when you first engage with a new customer there are no KPIs to discuss. You have to establish the service requirements aligned to the customer's business requirements. You establish the service levels to meet these requirements up to the point that the customer is willing to pay for them. Then you derive the KPIs from these service requirements and service levels as a means of baselining performance of and improvement to the service.
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gautambangalore
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Joined: Oct 26, 2009
Posts: 20

PostPosted: Tue Nov 15, 2011 5:41 pm    Post subject: Reply with quote

Hello Diarmid,

Thank you. Could you give me an example on this please? Taking an example of s service requirement and how it is aligned to customer's business requirement and service levels are established around it from which how KPIs are derived.

This would really help.

Thanks in advance.
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Sunny60in
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Joined: Jul 09, 2009
Posts: 15

PostPosted: Wed Nov 16, 2011 5:40 am    Post subject: Reply with quote

Hi Gautam,

Customer has to evaluate the quality versus the cost. To give a example:

For a Service (say X), vendor can propose something like:

90% availability of the service @ 10 Rs/month
95% availability @ 15 Rs/month
98% availability @ 22 Rs/month
99% availability @ 27 Rs/month

Customer & vendor discuss in detail & decide on the different important parameters w.r.t service(s) being taken (example: latency, response time etc.) and the relevant cost.

Once the customer select the options (agrees for the relevant cost), KPIs will be set.
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