KPIs for managing IT processes – the next level of maturity
Ever since the philosophy of IT service management based on the best practice framework ITIL started to gain acceptance five years ago, many companies in the German-speaking countries have begun to acquire experience of implementing the process framework model. In 2004 the first studies on the areas in which ITIL can be used and on experiences with using it were published.
On the basis of existing operational experience and the use of an ITIL-based process model, many enterprises are now looking at moving to the next level of process maturity:
Implementing key performance indicators (KPIs) for the systematic control of IT service management processes in the areas of customer satisfaction, benefits, productivity, quality and costs.
Using our skills and experience in process and IT service management and in performance measurement, we have developed a concept for assigning suitable, easily implemented KPIs based on a specially designed form of the balanced scorecard in line with the relevant critical success factors (CSFs).
This concept consists of a comprehensive range of KPIs which can be linked with all kinds of critical success factors. From this full set of KPIs, the relevant KPIs are prioritized and selected in team workshops using predefined evaluation matrices. On the basis of templates which we provide, the KPIs are then formulated in full, defined and documented in order to ensure that they are correctly implemented, for example in a service management tool.
We recommend that our customers introduce an appropriate process to ensure that the newly implemented KPI system is subject to ongoing maintenance as part of a continuous improvement process.