When beginning an ITSM program, what are the metrics to focus on for measuring change management?

Enterprise & IT Service Management (ITSM)

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Global Chief Technology Officer in Services (non-Government)4 years ago

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

VP of IT in Manufacturing4 years ago

Change Management:
- First time success
- Before and after metrics to measure stated change goals

Director in Manufacturing4 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)4 years ago

Number of resources used
Reduction in resource due toITSM processes
Reduction in percentage of tickets

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