Lies, Damned Lies and KPIs
|With more emphasis being put on IT delivering business benefits, being able to monitor existing performance levels and hence plan continual service improvement activities is becomingly increasingly important. This paper discusses Key Performance Indicators (KPIs) and how they can be used to monitor and manage the performance of both people and processes. Using the Service Desk as an example, the differences between measures and KPIs are explored, with practical illustrations provided. |
Also highlighted are the likely dangers and pitfalls of implementing KPIs, along with options for how to avoid them. Particular reference is also given to the use of KPIs and targets in relation to monitoring and managing the performance of an outsourced Service Desk function.