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Posts Tagged ‘Key Performance Indicator’

Continual Service Improvement (CSI)

December 8th, 2010

Most IT organizations, if asked would say that they ‘continuously improve’; however there is a gap between saying it and being able to demonstrate that it exists.

For CSI to work in the long term, a culture of improvement needs to be instilled within IT. 

If the culture of improvement does not exist, the first step is to identify improvement behaviours and perform them consistently and repeatedly (let’s call the identification of these behaviours; performance tweaks).

Overtime these behaviours will begin to take root and become part of ITs fabric, impacting every project that is taken on board.

What is CSI?

Simple Behavioural Steps

For an organization who wants to get started with Service Improvement, there are some simple behavioural steps that can be followed to get started:

#1 Baseline your current performance (pick an area you suspect there could be an opportunity to improve upon and measure what you are doing today),

#2 Analyze your performance data and build a list of wins based on cost/technical complexity and benefit (this is key, as the organization will resist change unless you have the numbers to back up the benefit),

#3 Identify a group of people within the organization that need to be involved to address the issue you identified,

#4 Set a realistic meaningful goal and timeframe,

#5 Implement the agreed performance tweak, into your environment

#6 Track and measure how performance is changing with the performance tweak in place,

#7 Report on your success and set a new goal to sustain your improvement,

#8 Repeat this process for something new!

The key is to focus your initial performance tweaks on something that won’t cost a lot of money to change, but can provide a big impact.

If you follow this process just once a month, you will be taking the necessary steps of instilling the culture of improvement within your IT department.

About Us (ThinkITSM Corp.)

ThinkITSM Corp. manufactures tools that help organizations implement practical CSI initiatives within their organization. Our service (which we call ITSM Coach) takes a snapshot of your current service desk performance and baselines some key measures.

We help you learn how to analyze the information you gather in your service management tools to inform service improvement goal setting and help you establish internal changes necessary to meet your desired goals.

We make many of our tools available for use at no charge and you can get started today with a free baseline assessment of your Incident, Problem and Change processes.

To learn more click here…

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

Do you measure your incident backlog?

May 5th, 2010

Incident backlog provides an informative KPI that you should consider adding to your reporting repertoire. The KPI should measure the number of incidents outstanding that have missed an SLO or SLA. The KPI should be trended over time and should either be stable or decreasing.

In the example chart below, we can see the backlog rising over the last three months.

Incident Backlog

In this example we see the backlog increase by 50% over 3 months and should be investigated. To determine how urgent the issue is the first thing to explore is to breakdown the  backlog by incident priority.

Open Incidents

It would be highly unlikely that a backlog with high priority issues would persist over a period of time and the chart above now shows that a majority of the back log are priority 3 and 4. This is fairly common and is often systemically ignored. However, it is worthwhile to examine further. 

The reasons for the rising trend could include:

- Second line support personnel are not closing tickets in your ITSM tool.

- Resourcing level may not reflect the current volume of tickets being received on the Service Desk.

- The organizations Change and/or Release practice is causing unscheduled spikes in incident volume

- Are their particular workgroups with particularly high backlogs that could indicate a bottleneck?

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