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ITSM KPI Scorecard 

 

ITSM KPI Scorecard is a series of pre-populated KPIs and ITSM process scorecards and templates. 

ITSM KPI Scorecards is the ideal fast-path for busy service or process owners/managers. 

Quickly add and easily modify the KPIs and scorecards meet your needs.

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Version 3.4

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Description
  
  
Metric Dictionary

The metrics dictionary provides a quick reference describing the key attributes and information about the metric.

Every metric should have it's associated attributes registered in a master metrics dictionary for quick reference. For example: ID, Name, Purpose, Target, Polarity, Owner, Status, How Calculated, Source Data etc.

Metric Dictionary
Dashboards

Dashboards are useful to summarize, visualize and monitor real-time operational performance information i.e. dashboard of a car displays how car is operating.

Dashboard
Scorecards

Scorecards are useful to summarize, visualize and assess historical trend and performance information towards the achievment of a goal i.e. GPS in a car displays when you will arrive.

Scorecards
Process Maps

Process maps are another type of visual display which helps summarise the health of a process/ service; steer and control the process/ service;  pinpoint hot-spots requiring attention; and predict where areas of improvement are required.

Process Map
Causal Maps

Causal maps are another type of visual display which helps quickly summarize cause and effect relationships.  For example Fishbone or Ishikawa.

Causal Map
Trending

Trending charts help pinpoint hot-spots or trouble areas throughout the process or service. Trending typically includes monitoring metrics over time to determine if they are operating within acceptable ranges.

Trending

ITSM KPI Scorecard is used to accelerate the design, build & implementation of metrics to improve services and processes.

What's Included:

  • Metrics database (MDB) with 300+ metric definitions for ITSM
  • 21 KPI Scorecard process templates 
  • User guide
  • Examples of configured metrics, scorecards and dashboards

Features:

Metric Dictionary

Pre-populated inventory list of base metric definitions (300+) that articulate how they validate, direct, justify and intervene.  Ready to take measurements and assess status.

  • Metric definitions
  • Thresholds
  • Characteristics
  • RACI
  • Measurements
  • Status
Dashboards

Pre-designed starter Excel dashboards that help align goals and objectives.

  • Goals
    • Objectives
      • Indicators
        • Metrics
          • Facts
Scorecards

Pre-designed starter KPI scorecards that make it easier to concentrate on what matters.

  • Benefits/outcomes
  • Efficiency/effectiveness
  • Quality/satisfaction
  • Maturity/capability
  • Workload/workflow
Process Maps

Pre-designed starter process maps create the instrumentation necessary to control and improve a process or service.

  • Inputs, outputs, & activities
  • Critical to quality
  • Process sensors
  • Value stream metrics
Causal Maps

Pre-designed starter causal maps to make it easier to spot danger in time to correct it.

  • Cause & effect
  • Dynamic analysis
  • Primary & secondary drivers
​Trending

​Take measurements and visualize trending patterns to help drive cost/effectiveness and quality improvements. 

  • Multiple time periods
  • KPI Dictionary
  • Accountability mapping

Why Buy?

The benefits of using ITSM KPI Scorecard include:

  • Industry recognized itSMF KPIs
  • Saves your time
  • It's Low cost
  • Simple and quick to learn
  • Easy to use
  • Familiar MS Excel format
  • Customizable to your needs

Advantages:

Create value faster by spending less time on the mechanics of measurement and more time on using ITSM metrics that communicate strategy and expectations, influence behavior, measure results, learn from feedback and take corrective action. 

  • Focus on the end vs. means.
  • Get's job done quicker
  • Wastes less time
  • Ready to measure

What's New:

  • Expandable list rows to add more metrics
  • Expandable date columns to add more measures

Use Cases:

There are many use cases for myKPI Designer.   Here are some popular examples:

  • Prototyping - ideal for developing requirements and specifications for more costly business intelligence or analytic solutions - does not replace existing IT systems or BI tools; enhances their use and value.
  • Quick Startups - great for designing quick startup metrics to test health of ITSM processes. 
  • Performance Improvement - quickly verifies the degree of any ITSM improvements by measuring a baseline and trending over time.
  • Process Flow - visualize the workflow in your ITSM processes to identify improvement opportunities.
  • Cause & Effect - quickly visualize cause and effect relationships.

Licensing:

  • Single User License i.e. anyone responsible for continuous improvement for internal use e.g. Managers, Process Owners/Managers or Service Managers.
  • Consultant License i.e. anyone who provides measurement consulting services to others.

​System Requirements:

  • Microsoft Excel™ 2003 or above
  • 40mb disk space
Companion Products: CSI Register Software; DIY KPI Scorecard; Implementing Metrics for ITSM