When beginning an ITSM program, what are the metrics to focus on for measuring change management?
Director in Manufacturing, 1,001 - 5,000 employees
Key one for us was on Service Desk. First Call Resolution. It can be hard to judge though if your front line operators just open a new ticket when the customer calls in the 2nd and 3rd time for the same issue. We had 130,000 people in the business so monitoring this is an on-going struggle for accuracy. VP of IT in Manufacturing, 1,001 - 5,000 employees
Change Management:- First time success
- Before and after metrics to measure stated change goals
Global Chief Technology Officer in Services (non-Government), 1,001 - 5,000 employees
It varies by use case and organisation, but I would tend to focus on:Change in End-user satisfaction (NPS, CSAT, etc.)
Adoption rate
Resolution and response SLA/SLT delta
CIO in Finance (non-banking), 1,001 - 5,000 employees
Reduction of ticket fixing turn around timeReduction in resources
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Too many active projects at once42%
Poor communication51%
Too many customizations46%
Misalignment with business priorities34%
Skills gaps30%
Lack of resources22%
Other (please list in the comments)1%
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CTO in Software, 201 - 500 employees
Without a doubt - Technical Debt! It's a ball and chain that creates an ever increasing drag on any organization, stifles innovation, and prevents transformation.Excellent9%
Very good53%
Good27%
Fair8%
Poor1%
Very poor0%
I don’t know0%
332 PARTICIPANTS
Reduction in resource due toITSM processes
Reduction in percentage of tickets