How have we been modernizing IT Service Management to go outside of traditional IT measures to a more business-centric KPIs? Could you kindly provide some examples of measures on this direction?
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IT Senior Product Manager in Consumer Goodsa year ago
Thank You Zulfan.
CTO in Finance (non-banking)a year ago
It is best thing if we are able to do and organise our IT tools to reflect that metrics effectively.How we need to do is create a data funnel by adding custom parameters in our monitoring. Now there could be two parallel ingestion pipelines around technical and business KPIs.
One traditional problem has been handling the PII and other sensitive data in the pipeline. Normally there should not be any printing any customer data in logs but if there is a way to just crunch the numbers out of IT services, it can be achieved upto some extent.
We did something similar where we had two dashboards one for tech support and one for business and we could manage all KPIs using that dashboard.
IT Senior Product Manager in Consumer Goodsa year ago
Thanks Sourabh. Do you have any example of IT KPI connected to the business-needs? Any other initiative how you modernized ITSM practices and tools? Thanks once again.
1. IT dominant - e.g modernizing our tools, platform etc
2. Business dominant : e.g agreed on laptop’s model and age based on job description, defined what non HQ connectivity’s bandwidth based on transactiom volume, Agreed (signed by business) on what tools (HW and SW) that will be categorized as P0 etc
3. iT + Business Equal : e.g SLA, Public holday and out of office support
This has worked well for us, hope it helps