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Posted by Stephen Mann on October 14, 2011
Earlier this week, I attended the Hornbill User Group (or "HUG" as it is affectionately known) to listen to Malcolm Fry, IT service management (ITSM) legend and author of "ITIL Lite," talk about ITSM metrics in the context of ITIL 2011.
There is no doubt that metrics have long been a topic of interest, concern, and debate for ITSM practitioners (I wrote a piece a few years ago that is still the most popular item on my old blog site by a huge margin), and IMO I&O organizations struggle with the area due to a number of reasons:
However, that’s enough of my waffle …
So what did Malcolm say?
An early and interesting point was that we aim for, and then reward, failure. We set targets such as 99.9% availability rather than saying "we will aim for 100% availability, and we will never go below 99.9%." So in some way, we do admit defeat before even starting.
Malcolm also pulled up a slide showing Maslow’s Hierarchy of Needs (hadn’t seen that for a while) to segue into a Hierarchy of Metrics … we should be thinking about where our metrics sit within this.
Malcolm also offered up the concept of looking at ITSM performance as simply as "good day" or "bad day," rolling up lower-level measures into a single view as per the incident management example below.
With follow-up as appropriate:
Finally, Malcolm offered up his top 10 tips for IT service management metrics:
Care to offer up any of your own IT service management metric advice?
Note: Malcolm Fry kindly consented to Forrester's use of his IP for this blog.
UPDATE: Two popular ITIL-related blogs:
Please check out my latest blog ... http://blogs.forrester.com/stephen_mann
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