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Posts Tagged ‘Classification’

Anatomy of a KPI – Mean Time to Restore Service (MTRS)

March 3rd, 2010

Mean Time to Restore Service is an important KPI that most help desks measure (or at least should). MTRS tells us about the average customer experience a user has when a service interruption is identified.

To calculate the MTRS you take the total amount of time of open incidents divided by the total number of incidents logged in a given time period (normally a month). I would recommend that the KPI only show the top 2 tiers of classification as performance on lower classification would probably reduce the usefulness of the KPI based on how most organization service their lower priority issues.

Now the usefulness of KPI is just that, ‘an indicator’. If it is going in the wrong direction (i.e. up) there is no reason to panic – the most important thing is to identify whether there really is an issue and if so then be in a position to address it as soon as possible.

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The first thing to look at in regard to MTRS is to see whether Incident volume has spiked. When incident volume changes unexpectedly, the help desk doesn’t have a chance to change resourcing so the average time to restore service will often rise.

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The second thing Read more…

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Charles Cyna Uncategorized , , , , , , , , , ,

Service Management reporting… where to start?

May 17th, 2009

A key challenge facing many ITSM practitioners is defining and producing meaningful reports.  Many ITSM vendor products, designed to automate and manage process activities, come equipped with a wide range of reports. Sometimes they speak to IT managers and, more importantly the business, but others consistently fall short of that target.  While this may be due to the messages they are attempting to convey, it may also be that the wrong reports are being shared with the wrong stakeholders.  How do you avoid this hit and miss strategy and ensure key information is being conveyed?  What we need is a way to present reports that are meaningful for specific stakeholders.   Read more…

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Michael Oas Uncategorized , , , , ,