What KPIs and Metrics Are Tracked on an ITSM Dashboard?
An IT Service Management (ITSM) dashboard is a centralized tool used by IT teams to monitor and manage the delivery of IT services to users and customers. It provides a visual representation of key performance indicators (KPIs) and metrics that help IT organizations measure their performance, identify areas for improvement, and ensure alignment with business objectives. Here are some common KPIs and metrics tracked on an ITSM dashboard:
- Incident Management Metrics:
- Number of Incidents: The total count of incidents reported within a specific period.
- Incident Resolution Time: The average time taken to resolve incidents, measured from the time of ticket creation to resolution.
- First Response Time: The average time taken to respond to the initial report of an incident.
- Incident Escalation Rate: The percentage of incidents that require escalation to higher support tiers or management.
- Service Request Management Metrics:
- Number of Service Requests: The total count of service requests received and fulfilled within a specific period.
- Service Request Fulfillment Time: The average time taken to fulfill service requests from submission to completion.
- Customer Satisfaction with Service Requests: Feedback from users/customers on their satisfaction with the handling of service requests.
- Change Management Metrics:
- Number of Changes: The total count of changes implemented within a specific period.
- Change Success Rate: The percentage of changes that are implemented successfully without causing incidents or service disruptions.
- Change Lead Time: The average time taken to implement approved changes from request submission to deployment.
- Emergency Change Rate: The percentage of changes classified as emergency changes, indicating potential disruptions or critical issues.
- Problem Management Metrics:
- Number of Problems Identified: The total count of problems identified and logged within a specific period.
- Problem Resolution Time: The average time taken to diagnose and resolve problems, measured from problem identification to resolution.
- Root Cause Analysis Completion Rate: The percentage of problems for which root cause analysis (RCA) has been completed to identify underlying issues.
- Service Level Agreement (SLA) Compliance:
- SLA Adherence: The percentage of incidents, service requests, or changes resolved within the agreed-upon SLA targets.
- SLA Breach Rate: The percentage of incidents, service requests, or changes that fail to meet SLA targets.
- Availability and Reliability Metrics:
- System Uptime: The percentage of time that IT services are available and operational.
- Mean Time Between Failures (MTBF): The average time between system failures or incidents affecting service availability.
- Mean Time to Repair (MTTR): The average time taken to restore service after a failure or incident occurs.
- Asset Management Metrics:
- Inventory Accuracy: The percentage of assets accurately tracked and accounted for in the asset management system.
- Asset Utilization Rate: The percentage of time that assets are actively utilized compared to their total available time.
- Financial Metrics:
- Cost per Incident/Service Request/Change: The average cost incurred for resolving incidents, fulfilling service requests, or implementing changes.
- Cost Savings from Automation or Process Improvements: The monetary savings achieved through automation initiatives or process optimizations.
- Customer Satisfaction Metrics:
- Net Promoter Score (NPS): A measure of customer loyalty and satisfaction based on the likelihood of customers recommending the IT services to others.
- Customer Feedback Ratings: Ratings or feedback provided by users/customers on their satisfaction with IT services and support.
- Operational Efficiency Metrics:
- Ticket Backlog: The total number of open tickets or unresolved incidents/service requests awaiting resolution.
- First-Time Fix Rate: The percentage of incidents resolved on the first contact without the need for escalation or rework.
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