Incident Management - CSFs and KPIs.docx



Incident Management Critical Success Factors (CSF) & Key Performance Indicators (KPI)CSF- OIT commitment to the Incident Management process; all departments using the same process. KPI- Number and percentage of services in production with support matrices (Source: ITSM tool. Interval: Quarterly) KPI- Number of self service tickets via a customer portal verses tickets created by the Support Center. (Source: ITSM tool. Interval: Quarterly)KPI- Management is known to review standardized reports produced by the Incident Management process. (Source: ITSM tool. Interval: Quarterly)KPI- Number of incidents in ITSM tool per department (Source: ITSM tool. Interval: Monthly)CSF- Consistent, positive experience for all customers. (External CSF)KPI- Management is known to be a user of the Incident Management process (Source: ITSM tool. Interval: Quarterly)KPI- Improved assignment, response and closure time. (Source: ITSM tool. Interval: Quarterly) KPI- Customer use of self service portal increases. (Source: ITSM tool. Interval: Quarterly)KPI- Amount of journal entries consistent with SLA. (Source: ITSM tool. Interval: Quarterly)KPI- Maintain level of customer satisfaction (Source: Customer Satisfaction Surveys. Interval: Monthly)KPI- Number of incidents reopened (Source: ITSM tool. Interval: Quarterly)CSF- Ability to track internal process performance and identify trends. (Internal CSF)KPI - IM process performance meets established standards in OIT Baseline SLA including: Assignment time, response time, resolution time, closure time. (Source: SLA, ITSM Tool. Interval: Quarterly)KPI- Number of re-assigned tickets between departments. (Source: ITSM tool. Interval: Quarterly?) Trends Reported by DepartmentSpeedy...resolution, assignment, closure***Remove change from the incident process***Support customer interaction***Highly FlexibleUser FriendlySpeedy...resolution, assignment, closure***UniformityLooks the same to the customerConsistent experienceRemove change from the incident process***Clear understanding of what an incident isRequest fulfillment is handled in the service desk moduleDashboardsEnhanced email notification - detailedTie available knowledge information to assist with first line support resolutionThere are multiple knowledge base tools in use, google sites, wikis, right answersSupport customer interaction***Streamlined, no extra bureaucracyInterdepartmental communication, uniformity ................
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