When beginning an ITSM program, what are the metrics to focus on for measuring change management?
Sort by:
VP of IT in Manufacturing3 years ago
Change Management:
- First time success
- Before and after metrics to measure stated change goals
Director in Manufacturing3 years ago
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 Finance (non-banking)3 years ago
Number of resources used
Reduction in resource due toITSM processes
Reduction in percentage of tickets
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