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South Florida HDI Malcolm Fry event Feb 29 2012
 

South Florida HDI Malcolm Fry event Feb 29 2012

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In everyday life, measurement is an essential component. How big? How far? How high? How heavy? What’s the time? What’s the cost? Quite simply, measurement is as old as time itself. So what is a ...

In everyday life, measurement is an essential component. How big? How far? How high? How heavy? What’s the time? What’s the cost? Quite simply, measurement is as old as time itself. So what is a good measurement and how can it impact performance when aiming to exceed targets?

Information Technology Service Management (ITSM) is focused on defining and managing processes to optimize performance. ITSM metrics provide a vast amount of data in the form of measurements. That data must be translated into information that can be used to monitor and manage the business. Learning how to leverage this information produces knowledge used to produce service improvements and sustained performance. In this course, we will take an in-depth look at the ITIL 2011 Edition metrics for incident, problem, change, and service desk management.

This workshop, presented by the renowned Malcolm Fry, is a fun, informative, and productive learning experience about metrics based on ITIL 2011. The workshop contains a series of breakout opportunities that allow for networking and collaborative learning. Course participants will receive and learn how to use a spreadsheet enabling them to report on metrics for the service desk.

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  • First divide the class into teams, the size of the teams depends upon the size of the class but the best number of team members is 4 less is OK but make the teams too big and the exercises will take too long therefore 6 would be an upper limit. Once the teams have been selected stick with them throughout the workshop.This exercise has several objectives; first it is a good ice breaker because all team members will need to talk with their peers in the team, secondly you can see whether they understand the influence that simple high level metrics have on their lives and thirdly from their results you can gauge the mettle of the attendees.Keep this session light hearted use humor and chat to relax delegates but focus on endorsing the importance of simple high level metrics.Give the delegates 10 minutes to prepare their lists then go from group to team to team to get one example of social/work metric from each team keep rotating until you run out of example metrics or the exercise starts to get monotonous. Give your input/comments on each metric. Make sure that you rotate around the teams to stop one team dominating the action.
  • This exercise has one key objective and that is to illustrate through networking how the huge amounts of stuff is collated by ITSM and how this stuff needs to be reduced to a simple metric before it becomes usable, interesting and appropriate.Give the delegates 10 – 15 minutes to prepare their lists then go from team to team to get them to explain their example bullet list or story. Depending upon the size of the class you may only have time for one or two teams to give their results, in this case remember which teams gave their examples so that you can select different teams for the next networking event. Give your input/comments on each example.Use a flipchart to produce the composite list from the team’s bullets.
  • This exercise is to ensure that everyone fully understands what an SFP is and that they can ‘sell’ an SFP to another person. This is important because it will ensure value for the rest of the workshop.Give the delegates 10 – 15 minutes to prepare their answers then go from team to team first asking some teams to explain what an SFP is and then ask some of the other teams to explain why an SFP should be adopted. Depending upon the size of the class you may only have time for one or two teams to give their results, in this case remember which teams gave their examples so that you can select different teams for the next networking event. Give your input/comments on each example.
  • This exercise is to ensure that the concepts and practicalities of a GDBD meeting are fully understood. Allocate one of the three requirements to a team, or teams if you have more than three teams, so that each team has one subject and that all of the subjects have been issued.Review and critique their answers while collating them into one best of class – this class that is.
  • The objectives for this exercise are fairly straightforward they are to get the students in their teams to review and discuss each of the KPIs and CSFs to ensure that they fully understand all of them. Depending upon time this could anything from 20 to 40 minutes. Use a flipchart to collate their answers.

South Florida HDI Malcolm Fry event Feb 29 2012 South Florida HDI Malcolm Fry event Feb 29 2012 Presentation Transcript

  • “The Power of Metrics ForOptimal ITSM Performance” Presented by: Malcolm Fry South Florida HDI Chapter February 29, 2012
  • Agenda8:00 AM Registration & Networking8:30 AM Introduction & Announcement9:00 AM Class begins10:15 AM Break10:45 AM Class resumes12 noon Lunch1:00 PM Class resumes2:00 PM Break2:30PM Class resumes3:15 PM Closing Announcements, Survey’s & Raffle prizes
  • Thank you to our Sponsors!
  • Circle of ExcellenceHelp us join the President’s Circle http://tinyurl.com/7ufumwc
  • $100+ $1000+ $79 Conferences, events and Online resources, webinars, Research Corner, whitepapers… Training discounts $240 Value $75Focus Book Series and AnnualPractice and Salary Report Local Chapter Membership $165 $100 (only for today)
  • Volunteer?
  • HDI National Conference• April 24-27, 2012 in Orlando, Florida• Interact with more than 1,600 support practitioners• Discuss real-world situations, and deliberate viable solutions• Discover emerging trends, innovations, and examine valuable best practices.• 8 In-depth tracks• 13 Pre-con sessions• 80 Sessions• 6 Keynote speakers• Expo Hall with over 100+ vendors
  • Malcolm Fry• Renowned service management expert, author, speaker, and all around good guy• Lives in England• Travels the world to share knowledge• HDI Ron Muns Lifetime Achievement Award• 15 cities throughout the US
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound height timevolume capacity width Metricity - The power of metricssquare hourround yard CSF milligrams KPImile incident minute euro percentage depth diameter kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI height timevolume capacity width for optimal ITSM performancemile incident minute euro percentage depth diameter kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour Malcolm Fry round yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour malcolm@malcolmfry.com round yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour Maths and the Ancients round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound height timevolume capacity width • Aztecs / Mayanssquare hourround yard CSF milligrams KPImile incident minute euro percentage depth diameter kilo acre degree day meter yardpound • Egyptianssquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Sumerians CSFsquare hourround yard KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Stonehengesquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • China yard CSFsquare hourround KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • UKsquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Chacoans CSFsquare hourround yard KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour Chacoans – Chaco Canyon round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • From AD 850 to 1250, Chaco was a hub ofsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound ceremony, trade, and administration for thesquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter prehistoric Four Corners area--unlike anythingmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth before or since. The Chacoan people height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound combined many elements: pre-plannedsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter architectural designs, astronomicalmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter alignments, geometry, landscaping, andmile incident minute euro percentage kilo acre degree day meter yardpound engineering to create an ancient urban centersquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound of spectacular public architecture.square hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile • http://www.nps.gov/chcu/index.htm degree day meter yardpound incident minute euro percentage kilo acresquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour PR3C151ON 15 7H3 K3Y round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter 7H15 M3554G3 53RV35 7O PR0V3 H0Wmile incident minute euro percentage kilo acre degree day meter yardpound 0UR M1ND5 C4N D0 4M4Z1NG 7H1NG5!square hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute europercentage kilo acre degree day meter yardpound 1MPR3551V3 7H1NG5! 1N 7H3square hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile incident minute europercentage kilo acre degree day meter yardpound B3G1NN1NG 17 WA5 H4RD BU7 N0W, 0Nsquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diameter percentage kilo acre degree day meter yardpound 7H15 LIN3 Y0UR M1ND 1S R34D1NG 17mile incident minutesquare hour euro round yard CSF KPI milligrams depthheight timevolume capacity width diametermile 4U70M471C4LLY W17H 0U7 3V3N incident minute europercentage kilo acre degree day meter yardpoundsquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile 7H1NK1NG 4B0U7 17, B3 PROUD! 0NLY incident minute europercentage kilo acre degree day meter yardpoundsquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile C3R741N P30PL3 C4N R3AD 7H15. incident minute europercentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depthheight timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour Metrics rule the world round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound height timevolume capacity width • In everyday life, measurement is an essentialsquare hourround yard CSF milligrams KPImile incident minute euro percentage depth diameter kilo acre degree day meter yardpound component; how big? how far? how high?square hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound how heavy? what’s the time? what’s thesquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diameter cost?mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile • Sometimes measurement appears as a vague incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF depth statementeuro as KPI rather than a more such ‘soon’ milligrams height timevolume capacity width diametermile incident minute percentage kilo acre degree day meter yardpound preciseyard CSF such as ’10 minutes’.square hourround measure KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour Basic baseball setup round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Baseball isyard CSF milligrams KPI depthbetween volume capacityof ninesquare hour round a bat-and-ball sport played height time two teams width diameter players eachmile incident minute euro percentage kilo acre degree day meter yardpound • Theround to score milligrams hitting a throwntimevolume capacity widthsquare houraim isyard CSFruns by KPI depth height ball with a bat and diameter touching a series of four bases arranged at the corners of a ninety- foot minutemile incidentdiamond euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI height timevolume capacity width • Players on the batting team take depthhitting against the pitcher of diameter turnsmile incident minute euro percentage stop them from scoring meterby the fielding team, which tries to kilo acre degree day runs yardpound getting yard CSF any of several ways timevolume capacity widthsquare hour hitters out in milligrams KPI depth round height diametermile • A player on theeuro percentage stop at any of the bases and later pound incident minute batting team can kilo acre degree day meter yard advance via a teammates hit or other means volume capacity widthsquare hour round yard CSF milligrams KPI depthheight time diameter incident minute euro percentage kilo fielding whenever themile • The teams switch between batting andacre degree day meter yardpound fielding team records threeKPI depthsquare hour round yard CSF milligrams outs height timevolume capacity width diameter incident minute euro percentage kilo acre degree day metermile • One turn at bat for each team constitutes an inning and nine yardpound innings make up a professional game height timevolume capacity widthsquare hour round yard CSF milligrams KPI depth diametermile • The team with euro most runs at the end of the gameday meter yardpound incident minute the percentage kilo acre degree winssquare hour round yard CSF milligrams KPI depthheight timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour Baseball Field Dimensions round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour Bat and Ball round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage ball in baseball is between 5 to 5.25pound The legal weight for the kilo acre degree day meter yardsquare hourround yard CSF milligrams KPI depth ounces (142 to 149 g) height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard 9 to 91milligrams KPI depthmm)timevolume capacity width It is CSF ⁄4 inches (229–235 height in circumference (27⁄8–3 diametermile incident minute euro percentage kilo acre degree day meter yardpound in or 73–76 mm in diameter).square hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound The bat shall be a smooth, round stick not more than 2 3/4square hourround yard CSF milligrams KPI depth height timevolume capacity width diameter inches in diameter at the thickest part and not more than 42mile incident minute euro percentage kilo acre degree day meter yardpound inches in lengthsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound The bat shall be one piece of solid wood.square hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter
  • mile incident minute euro percentage145192011-2012Update kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour American League Standings round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour Player stats - David Robertson round yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour Chinese Hand Signals round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage Which metrics rock your boat?square hourround yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound height timevolume capacity width • With your team make a list of the commonsquare hourround yard CSF milligrams KPImile incident minute euro percentage depth diameter kilo acre degree day meter yardpound metrics that you meet every day both in yoursquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound social world and your business role.square hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile• These should percentage level metrics such as incident minute euro be high kilo acre degree day meter yardpoundsquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diameter time of day.mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF KPI depthheight timevolume capacity width diameter • Each person should contribute at least one milligramsmile incident minute euro percentage kilo acre degree day meter yardpound metric yard eurosquare hourround andCSF KPI milligrams depthheight timevolume capacity width have a reason for choosing that diametermile incident minute percentage kilo acre degree day meter yardpound metric.yard CSFsquare hourround KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour Maslow’s Hierarchy of Human Needs round yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour Self round yard CSF milligrams KPI depth height timevolume capacity width diameter actualizationmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound Esteemsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour Belonging height timevolume capacity width round yard CSF milligrams KPI depth diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound Safetysquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour Physiologicalheight timevolume capacity width round yard CSF milligrams KPI depth diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour Hierarchy of metrics round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour Service height timevolume capacity width round yard CSF milligrams KPI depth diametermile incident minute euro percentage kilo acre degree day meter yardpound Focalsquare hour Point height timevolume capacity width round yard CSF milligrams KPI depth diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour Wisdom height timevolume capacity width round yard CSF milligrams KPI depth diametermile incident minute euro percentage kilo acre degree day meter yardpound You hour roundsquarecan build in yard CSF milligrams KPI depth height timevolume capacity width diameter Knowledgemile incident minute euro percentage kilo acre degree day meter yardpound either directionsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams Information KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter Datamile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour Building from the bottom round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound height timevolume capacity width • “No point setting KPIs and CSFs if you cannotsquare hourround yard CSF milligrams KPImile incident minute euro percentage depth diameter kilo acre degree day meter yardpound collect the data”square hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Why would you collect data that you do notsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound need?:square hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter – For further analysismile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter – To provide a wide data base of metricsmile incident minute euro percentage kilo acre degree day meter yardpound – roundyard CSF milligrams KPI depth timevolume capacity widthsquare hourSave now trim later height diametermile incident minute euro percentage kilo acre degree day meter yardpound • Raw data can give you guidancesquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour Drilling from the top round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound height timevolume capacity width • “Data can be restriction concentrate onsquare hourround yard CSF milligrams KPImile incident minute euro percentage depth diameter kilo acre degree day meter yardpound business needs first.”square hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Why would you create CSFs and KPIs that yousquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound cannot measure?:square hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter – Better to concentrate kilo acre degree issuesmile incident minute euro percentage on business & ITday meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter – Sometimes data can be mined to meet demandsmile incident minute euro percentage kilo acre degree day meter yardpound – roundyard to know our metric limitationssquare hourIt’s good CSF milligrams KPI depth timevolume capacity width height diametermile incident minute euro percentage kilo acre degree day meter yardpound • CSFs, KPIs provide the structuresquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour SFP – laying the foundations round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • With your team give or create an example ofsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound the components required for a Single Focalsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter Point to show the performance of the Servicemile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround Desk. yard CSF KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Include examples or suggestions for each ofsquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound the four levels; data, information, knowledgesquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diameter and wisdom.mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF height timevolume capacity width • You minute euro percentage a bullet list or a storymile incident can either produceKPI milligrams depth diameter kilo acre degree day meter yardpound to roundyard your answer.square hour explain CSF KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour Service Focal Point (SFP) round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • What is an SFP?square hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Why do we need an SFP?square hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • How do I identify an SFP?square hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile• KPI?minute euro percentage incident kilo acre degree day meter yardpoundsquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile • CSF? incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF KPI depthheight timevolume capacity width diameter • ITIL Contextual CSFs and KPIs milligramsmile incident minute euro percentage kilo acre degree day meter yardpound • What is the structure of an SFP?square hourround yard CSF KPI milligramsmile incident minute euro percentage depthheight timevolume capacity width diameter kilo acre degree day meter yardpound • Can yard CSFsquare hour you have more than one SFP? round KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour What is an SFP? round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound It is a Single Point, or value, from within asquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound number ofCSFsquare hour round yard related KPI metrics that Focuses the milligrams depthheight timevolume capacity width diametermile incident minute on a selected high level statistic so attention euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF KPI depthheight timevolume capacity width diameter that overall performance or achievement can milligramsmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourquickly CSF accurately assessed. beroundyard and KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour Why do we need an SFP? round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound height timevolume capacity width • To simplify complex metricssquare hourround yard CSF milligrams KPImile incident minute euro percentage depth diameter kilo acre degree day meter yardpound • To allow senior management to quickly assesssquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound performance / statussquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • To roundyard CSFsquare hour provide a common metric point across IT KPI milligrams depthheight timevolume capacity width diameter Unitsmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile • To provideeuro percentage incident minute an incentive for various IT Units kilo acre degree day meter yardpoundsquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile • To harness performance achievements, e.g. incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF KPI depthheight timevolume capacity width diameter number ofeuro percentage in a given period failed SFPs milligramsmile incidentminute kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depthheight timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour How do I identify an SFP? round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound height timevolume capacity width • Some are easier than others e.g. availabilitysquare hourround yard CSF milligrams KPImile incident minute euro percentage depth diameter kilo acre degree day meter yardpound • The clue is often:square hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound – roundyard CSFused in regular ITSM conversationsdiametersquare hourColloquial – milligrams KPI depth timevolume capacity width heightmile incident minute euro percentage kilo acre degree day meter yardpound – roundyard which many metrics time capacity widthsquare hour A point to milligrams KPI point CSF depth height volume diameter – A Critical Success Factormile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter – A Key Performance Indicatormile incident minute euro percentage kilo acre degree day meter yardpound – roundyard euro percentage depthacretimevolume capacity width poundsquare hour CSF milligrams KPI Business / IT drivers height diametermile incident minute kilo degree day meter yard • A point that quantifies complex metricssquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage Key Performance Indicator (KPI)square hourround yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound height timevolume capacity width • A metric that is used to help manage asquare hourround yard CSF milligrams KPImile incident minute euro percentage depth kilo acre degree day meter yardpound diameter process, IT Service or activity. Many metricssquare hourround yard CSF milligrams KPI depthheight timevolume capacity widthdiametermile incident minute euro percentage kilo acre degree day meter yardpound may beyard CSFsquare hourround measured,KPI only the most but milligrams depthheight timevolume capacity widthdiametermile incident minute euro these are defined as KPIs and important of percentage kilo acre degree day meter yardpoundsquare hourround yard CSF KPI depthheight timevolume capacity widthdiameter used to actively manage and report on the milligramsmile incident minute euro percentage kilo acre degree day meter yardpound process, ITCSFsquare hourround yard service KPI or activity. KPIs should be milligrams depthheight timevolume capacity widthdiametermile incident minute euro percentage kilo acre degree day meter yardpound selected toCSFsquare hourround yard ensure KPIthat milligrams depthheight timevolume capacity widthdiametermile incident minute euro percentage efficiency, effectiveness and cost effectiveness kilo acre degree day meter yardpoundsquare hourround yard CSF KPI milligrams depthheight timevolume capacity widthdiametermile incident all managed. are minute euro percentage kilo acre degree day meter yardpound ITIL Glossarysquare hour round yard CSF milligrams KPI depthheight timevolume capacity widthdiameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour Critical Success Factor (CSF) round yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Something that must happen if a process,square hourround yard CSF milligrams KPI depthheight timevolume capacity widthdiametermile incident minute euro percentage kilo acre degree day meter yardpound project, plan or IT service is to succeed. KPIssquare hourround yard CSF milligrams KPI depthheight timevolume capacity widthdiametermile incident used to measure the achievement of each are minute euro percentage kilo acre degree day meter yardpoundsquare hourround CSF. yard CSF KPI milligrams depthheight timevolume capacity widthdiametermile incident minute euro percentage kilo acre degree day meter yardpound • For yard CSFsquare hour example a CSF KPI round of “protect IT service when milligrams depthheight timevolume capacity widthdiametermile incident minute euro percentage kilo acre degree day meter yardpound makingyard CSFsquare hourround changes” could be measured by KPIs KPI milligrams depthheight timevolume capacity widthdiameter such as “percentage reduction of unsuccessfulmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF KPI milligrams depthheight timevolume capacity width changes”, “percentage reduction in changes diametermile incident minute euro percentage kilo acre degree day meter yardpound causing incidents” KPIsquare hourround yard CSF etc. milligrams depthheight timevolume capacity widthdiametermile incident minute euro percentage kilo acre degree day meter yardpound ITIL Glossarysquare hourround yard CSF milligrams KPI depthheight timevolume capacity widthdiameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width ITIL Contextual CSFs and KPIsmile incident minute euro percentage diameter kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI height timevolume capacity width A+B=C depth diametermile incident minute euro percentage acre day kilo degree meter yardpound Incidentsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter Managementmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter quickly as minutemile incidentpossible as euro percentage kilo - acre degreeCSF -communication ofyardpound CSF - Resolve incidents CSF - Maintain user CSF Maintain quality of IT and Increase visibility day meter hour round to thesquare minimizing impacts yard CSF satisfaction KPI depth milligrams services capacity width height timevolume incidents to business and diameter business with IT services IT support staffmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth capacity width height timevolume CSF - Align incident diameter CSF - Ensure that standardized methods and procedures are used for Cmile incident minute euro percentage kilo acre degree management activities efficient and prompt response, analysis, documentation, ongoing day meter yardpound and priorities with those hour in IT capabilities incidents to maintain business round yardsquare management and reporting ofCSF milligrams KPI depth confidence capacity height timevolume of the businesswidth diametermile incident minute euro percentage kilo acre degree day meter yardpound Strategic yard CSF milligrams KPI depth timevolume capacity widthsquare hour round height diametermile incident minute euro percentage kilo acre degree day meter yardpound Functional yardsquare hour round CSF milligrams KPI depth height timevolume capacity width diameter KPI - Percentage of KPI - Average cost per Bmile incident minute euro percentageincidents handled within A kilo acre degree day meter yardpound incidentsquare hour round yard CSF milligrams KPIagreed response timetimevolume capacity width depth height diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage What is the structure of an SFP?square hourround yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour height timevolume capacity width round yard CSF milligrams KPI depth diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour height timevolume capacity width round yard CSF milligrams KPI depth SFP diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour height timevolume capacity width round yard CSF milligrams KPI depth diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour height timevolume capacity width round yard CSF milligrams KPI depth diameter CSF CSF CSFmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour height timevolume capacity width round yard CSF milligrams KPI depth diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour height timevolume capacity width round yard CSF milligrams KPI depth diametermile incident minute euro percentage kiloKPI KPI KPI KPI acre degree day meter yardpound KPI KPIsquare hour height timevolume capacity width round yard CSF milligrams KPI depth diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour height timevolume capacity width round yard CSF milligrams KPI depth diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage Can you have more than one SFP?square hourround yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Yesroundyard CSF milligrams KPI depth timevolume capacity widthsquare hourof course height diametermile incident minute euro percentage kilo acre degree day meter yardpound • Most SFPs consist of aKPI depth of timevolume level SFPs diametersquare hour round yard CSF milligrams hierarchy lower capacity width heightmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter SFPmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage- SFP acre degree CSF - SFP CSF - SFP CSF kilo day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter KPI KPI KPI KPI KPImile incident minute euro percentage kilo acre degree day meter yardpound KPI SFP SFP SFP SFP SFP SFPsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound What is an SFP and why do we need it?square hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound height timevolume capacity width • Your job is to prepare a presentation tosquare hourround yard CSF milligrams KPImile incident minute euro percentage depth diameter kilo acre degree day meter yardpound explain what an SFP is and why you shouldsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound adopt an ITSM SFPKPIyour location.square hourround yard CSF at milligrams depthheight timevolume capacity width diametermile• You minute euro percentage your desk, there is no incident can present from kilo acre degree day meter yardpoundsquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diameter need to produce PowerPoint slides or flipmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF charts buteuro can KPI wish. you if you milligrams depthheight timevolume capacity width diametermile incident minute percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage Good Day Bad Day - Approachsquare hourround yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • GDBD conceptsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • GDBD meeting agendasquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile• GDBD collate and analyze metrics incident minute euro percentage kilo acre degree day meter yardpound • GDBD simple workbooksquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • GDBD meeting reportsquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile • GDBD the meeting incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diameter • GDBD outputsmile incident minute euro percentage kilo acre degree day meter yardpound • GDBD Corrective Actions Report (CAR)square hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • GDBD timelinesquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage Good Day Bad Day (GDBD) conceptsquare hourround yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound round yard CSF milligrams KPI depthheight timevolume capacity width • Focuses the attention onto Service Managementsquare hour diametermile incident minute euro percentage kilo acre degree day meter yardpound • Starts the day with a positive approachsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Brings IT and it’s Customers closersquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • hour ITSMCSF IT closersquare Brings yard and round KPI milligrams depthheight timevolume capacity width diametermile • Key contributor to Continual Service incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diameter Improvementmile incident minute euro percentage kilo acre degree day meter yardpound • Sets targetsCSF percentagesquare hour KPI milligrams depthheight timevolume capacity width round yard for IT and ITSM performance diametermile incident minute euro kilo acre degree day meter yardpound • Puts yard CSF KPI milligrams depthheight timevolume capacity widthsquare hour fun and electricity into metrics - METRICITY round diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour GDBD meeting agenda round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Role call of mandatory attendeessquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Decide Good Day or Bad Day – document resultsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Review yard CSF for BD or why GD not 100%square hourround reasons KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • hoursquare Identifyyard CSF to be taken (Corrective Actions round actions KPI milligrams depthheight timevolume capacity width diameter Report - CAR)mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF KPI depthheight timevolume capacity width diameter • Review actions from previous meetings (CAR) milligramsmile incident minute euro percentage kilo acre degree day meter yardpound • Review yard euro percentage for the daysquare hourround potential issues CSF KPI milligrams depthheight timevolume capacity width diametermile incident minute kilo acre degree day meter yardpound • Wrap up and documentsquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage GDBD collate and analyze metricssquare hourround yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Firstsquare hour identify CSF milligrams KPI depth round yard your SFP height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Then identify themilligrams KPI depth your SFPsquare hourround yard CSF data to calculate timevolume capacity width height diametermile• Locate the sources and how the data will be harvested pound incident minute euro percentage kilo acre degree day meter yard • Create ayard CSF milligrams KPI depth analyzecapacity widthsquare hourround method to centralize and timevolume the dada diameter heightmile incident minute euro percentage kilo acre degree day meter yardpound • Agree a yardtime that the data will be harvested eachsquare hourround set CSF milligrams KPI depthheight timevolume capacity width diameter daymile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour theyard CSF milligrams KPI depth • Pass height timevolume capacity width round data through an analyzer e.g. a spreadsheet diametermile incident minute euro percentage kilo acre degree day meter yardpound • Review the results of the analysis timevolume capacity widthsquare hourround yard CSF milligrams KPI depth height diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour height timevolume capacity width round yard CSF milligrams KPI depth diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour height timevolume capacity width round yard CSF milligrams KPI depth diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour Simple work height timevolume capacity width book round yard CSF milligrams KPI depth diametermile incident minute euro percentage kilo acre degree day meter yardpound Gathering the datasquare hour height timevolume capacity width round yard CSF milligrams KPI depth diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter Good Daymile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width Bad Daymile incident minute euro percentage diameter kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour GDBD meeting report round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Created daily by ITSM at an agreed timesquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • An overall grade is created from agreed ITSMsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter data – typically Incident Managementmile incident minute euro percentage kilo acre degree day meter yardpound • A fixed standard target is set for Good Day andsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound Bad Day ratingssquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter • Other contents:mile incident minute euro percentage kilo acre degree day meter yardpound – roundyard CSF milligrams KPI depth timevolume capacity widthsquare hourSignificant anomalies height diameter – Customer requested topicsmile incident minute euro percentage kilo acre degree day meter yardpound – roundyard euro from previous meeting volume capacity width poundsquare hour Reports back percentage depthacretimemile incident minute CSF milligrams KPI kilo height degree day meter yard diameter – roundyard CSF milligramsReport height timevolume capacity widthsquare hourCorrective Actions KPI depth diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour GDBD the meeting round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Representatives ofmilligrams KPI depth must attend:square hourround yard CSF all IT functions height timevolume capacity width diameter – In personmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourTelephony Internet link / social media timevolume capacity width – roundyard/ CSF milligrams KPI depthheight diameter incident minute euro percentage kilo acre degree day meter yardpoundmile• Held each morning - Guests are welcomesquare hourround yard • Fixed agenda CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Good Day = quick revue KPI special actions since last diametersquare hourround yard CSF milligrams and depth timevolume capacity widthmile incident minute euro percentage a height meeting – short meeting withkilofixed durationday meter yardpound acre degree • Badsquare hour Day = what went wrong and height timevolume capacity width round yard CSF milligrams KPI depthhow we can stop it diametermile incident minute euro – as long as it takes degree day meter yardpound happening again percentage kilo acre • Review Corrective milligrams KPI depthsquare hourround yard CSF Actions Report height timevolume capacity width diametermile • Brief minute of changes in thekilo acre degree day meter yardpound incident review euro percentage pipelinesquare hour height timevolume capacity • Differentyard CSF week – prepares slides/website width pound round milligrams KPI depth diameter chair eachmile incident minute euro percentage kilo acre degree day meter yardsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour GDBD outputs round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound height timevolume capacity width • Meeting report:square hourround yard CSF milligrams KPImile incident minute euro percentage depth diameter kilo acre degree day meter yardpound – roundyard CSF milligrams KPIsquare hourWho attended depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound – roundyard CSF milligrams KPI depth timevolume capacity widthsquare hour Key discussion points height diameter – Summary of percentagemile incident minute euro comments kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter • Corrective Action Report:mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter – List of actions from previous GDBD meetingsmile incident minute euro percentage kilo acre degree day meter yardpound – roundyard euro percentage depthacretimevolume capacity width poundsquare hour CSF milligrams KPI height Status and updates on those actions day diametermile incident minute kilo degree meter yard – roundyard CSF milligrams KPI depth or other issues widthsquare hourAlerts for potential outages timevolume capacity diameter heightmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour GDBD Corrective Actions Report round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound Good Day Bad Day - Corrective Actions Report (CAR)square hour round yard CSF milligrams KPI depth height timevolume capacity width diameter CAR Issue Number 10 CAR Issue date 4th Feb 2012mile incident minute euro percentage kilo acre degree day meter yardpound GDBD meeting ITSM Date Other Projectsquare hour Date yard CSF Owner reference round Reference Service milligrams KPI depth Outstanding Issues Issue height timevolume capacity width Data Action Completed diametermile incident minute euro percentage kilobeing Install an extra stepensurethe Program meter yardpound GDBD010 acre degree that correct 4th Feb 2012 For example cost, CM Dept 4th Dec 2012 Change Management A. Person Change to Stock system failed due to wrong version of search engine Change process to into day savings, start andsquare hour round yard CSF milligrams KPI depth installed. height timevolume capacity widthdates versions are installed in the future end diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour GDBD - timeline round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity widthdiametermile incident minute euro percentage kilo acre degreeBD meter yardpound Initiate day proceduresquare hourround yard CSF milligrams KPI depth height timevolume capacity widthdiametermile incident minute euro percentage kilo acre degree day meter yardpound BDsquare hour round yard CSF milligrams KPI depth height timevolume capacity widthdiameter GDmileCollate incident minute euro percentage if it is acre degree day meter Prepare Enter GDBD Decide kilo GD or yardpound Metrics round yarddata milligrams KPI or BD a GD depth BD? GDBD reportsquare hour CSF height timevolume capacity widthdiametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity widthdiameter Preparemile incident minute euro percentage GDBD acrePrepare GDBD meter yardpound degree day Publish GDBD Publish GDBD Run kilosquare hour GDBD meeting timevolume capacity width report round yard CSF milligrams KPI depth meeting height meeting report diameter presentation reportmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity widthdiametermile incident minute euro percentage kilo acre degree day meter yardGDBD Perform Prepare poundsquare hour round yard CSF milligrams KPI depth actions capacity width height timevolumefrom Corrective diameter CARs Action Report
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound Expanding GDBD meeting componentssquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound height timevolume capacity width • The GDBD meeting needs an agenda,square hourround yard CSF milligrams KPImile incident minute euro percentage depth diameter kilo acre degree day meter yardpound locations for potential metrics and a meetingsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound report therefore will you please:square hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter – Produce euro percentage kilo for degree day meter yardmile incident minute a standard agenda acre all GDBD meetingspoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter – Produce euro percentage kilo acre degree day metermile incident minute a standard report format for all GDBD yardpoundsquare hourmeetings round yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound – roundyardpotential metrics and theirvolume capacity widthsquare hourIdentify CSF milligrams KPI depth time location diameter heightmile incident minute euro percentage kilo acre degree day meter yardpound • Please use a flipchart for your answerssquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour The key metrics for ITSM round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound height timevolume capacity width • Incident Management – 6 CSFs – 18 KPIssquare hourround yard CSF milligrams KPImile incident minute euro percentage depth diameter kilo acre degree day meter yardpound • Change management – 3 CSFs – 16 KPIssquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Problem Management – 3 CSFs – 16 KPIssquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Serviceyard CSF – 5 CSFs – 6 KPIs & 6 Surveysquare hourround Desks KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound types yard CSFsquare hourround KPI milligrams depthheight timevolume capacity width diametermile • Service Asset percentage incident minute euro and Configuration Management kilo acre degree day meter yardpoundsquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile incident CSFs – euro percentage – 3 minute 16 KPIs kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour 5 key elements round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour Good Day timevolume capacity width round yard CSF milligrams KPI depth height diametermile incident minute euro percentage Day acre degree day meter yardpound Bad kilosquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter Incident Change Problemmile incident minute euro percentage kilo acre degree day meter yardpound Management management Managementsquare hour 6 CSFs – 18 KPIs round yard CSF 3 CSFs capacity height timevolume – 16 KPIs width milligrams KPI depth diameter 3 CSFs – 16 KPIsmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter Service Desk Service Asset &mile incident minute euro percentage kilo acre degree day meter yardpound 10 Metrics & 6 Configurationsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter Survey types 3 CSFs – 16 KPIs
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour Incident Management round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour Good Day timevolume capacity width round yard CSF milligrams KPI depth height diametermile incident minute euro percentage Day acre degree day meter yardpound Bad kilosquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter Incident Change Problemmile incident minute euro percentage kilo acre degree day meter yardpound Management management Managementsquare hour 6 CSFs – 18 KPIs round yard CSF 3 CSFs capacity height timevolume – 16 KPIs width milligrams KPI depth diameter 3 CSFs – 16 KPIsmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter Service Desk Service Asset &mile incident minute euro percentage kilo acre degree day meter yardpound 10 Metrics & 6 Configurationsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter Survey types 3 CSFs – 16 KPIs
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour GDBD – Incident Management round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams Good Day height timevolume capacity width KPI depth diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour Bad Day round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour CSF - Maintain milligrams height - Resolve capacity width round yard CSF quality KPI depth CSF timevolume incidents as quickly as diameter of IT services possible minimizing impacts to themile incident minute euro percentage kilo acre degree day meter yardpound businesssquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre-degree visibility and yardpound CSF - Maintain user CSF Increase day metersquare hour height timevolume capacity width round yard CSF milligrams KPI depth communication of incidents to satisfaction with IT diametermile incident minute euro percentage kilo acre degreeIT day meter yardpound services business and support staffsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter CSF - Ensure that standardized methods and minute euro percentage kilo acre-degree day managementpoundmile incident used for efficient and prompt procedures are CSF Align incident meter yard activities and priorities with those ofsquare hour round yard CSF milligrams response, analysis, documentation, ongoing KPI depth height timevolume capacity width diameter the business management minute euro percentage kilo acre degree day meter yardpoundmile incidentand reporting of incidents to maintain business confidence in ITsquare hour capabilities round yard CSF height timevolume capacity width milligrams KPI depth diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter CSF - Resolve incidents asmile incident minute euro percentage kilo acre degree day meter yardpound quickly as possible minimizingsquare hourround yard CSF impacts KPI business milligrams height timevolume capacity width to the depth diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile -incident minute euro percentage kilo acre degree day - meter elapsed KPI Percentage of KPI - Number and KPI Mean yardpoundsquare hour by yard CSF milligrams KPI depth incidents closed round percentage of height timevolume capacityachieve time to width diameter the service desk incidents resolved incident resolution ormile incident minute euro percentage kilo acre degree day meter yardpound without reference to remotely, without the circumvention, brokensquarelevelsround yard CSF other hour support need for a visit height timevolume capacity width code milligrams KPI depth diameter of down by impactmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre- degree of KPI - Breakdown of KPI Number day meter yardpoundsquare hour incidents at each milligrams KPI depth incidents volume capacity width round yard CSF stage height time resolved diameter (e.g. logged, work in without impact to themile incident minute closedpercentage kilo acre degree day meter yardpound progress, euro etc.) businesssquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter CSF - Maintain qualitymile incident minute euro percentage kilo acre degree day meter yardpound of IT servicessquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter KPI - Total minute KPI - Size of kilo acre degree day meterand poundmile incident numbers of euro percentage current KPI - Number yardsquare hour(as a control CSF milligrams KPI depth incidentsround yard height timevolume capacity width incident backlog for diameter percentage of majormile incident minute euro percentage kilo acre degree day meter yardpound measure) each IT service incidents for each ITsquare hour round yard CSF milligrams KPI depth height timevolume capacity width service diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams -KPI depth CSF Maintain user height timevolume capacity width diameter satisfaction with ITmile incident minute euro percentage kilo acre degree day meter yardpound servicessquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour KPI - yard CSF milligrams KPI depth KPItimevolume capacity width round Average height - Percentage of diametermile incident minute eurosurvey user/customer percentage kilo acre degree day meter yardpound satisfaction surveyssquare hour score (totalCSF by round yard and milligrams KPI depth answered versus total width height timevolume capacity diametermile incident minutecategory) question euro percentage kilo acre number of satisfaction degree day meter yardpound surveys sentsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro -percentage kilo acre degree day meter yardpound CSF Increase visibility andsquare hourround yard CSF milligrams KPI depth to business capacity width communication of incidents height timevolume diameter and IT support staffmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour KPI - Average number height timevolume capacity width round yard CSF milligrams KPI depth KPI - Number of diameter minute euro percentage kilo acre degree day meter yardpoundmile incident of service desk calls business usersquare hour or other contacts from height timevolume capacity round yard CSF milligrams KPI depth complaints or issues width diametermile incident business users forpercentage kilo acre degree day meter yardpound minute euro about the content andsquare hour incidents already milligrams KPI depth quality of incident round yard CSF height timevolume capacity width diameter reported communicationsmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage management CSF - Align incident kilo acre degree day meter yardpound activities and priorities with those ofsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter the businessmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter KPI - Percentage of KPI - Average cost permile incident minute euro percentage kilo acre degree day meter yardpound incidents handled incidentsquare hour within agreed round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minutetime percentage kilo acre degree day meter yardpound response eurosquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter minute euro percentage kilo acre are used for efficientmile incident CSF - Ensure that standardized methods and procedures degree day meter yardpoundsquare hour and prompt response, milligrams documentation,height timevolume capacity width round yard CSF analysis, KPI depth ongoing management and diameter reporting of incidents to maintain business confidence in IT capabilitiesmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound KPI - Number and KPI - Number andsquare hour round yard CSF milligrams KPI percentage of depth height timevolume capacity width percentage of diametermile incident minute euro percentage incidents incorrectly kilo acre degree day meter yardpound incidents incorrectlysquare hour assignedround yard CSF milligrams KPI depth height timevolume capacity width categorized diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute Number and KPI - euro percentage kiloKPI - Number and day meter yardpound acre degreesquare hour roundpercentage of yard CSF milligrams KPI depth height timevolume capacity width percentage of diametermile incident minute euro percentage incidents kiloincidentsdegree day meter yardpound acre processedsquare hour roundrelatedCSF milligrams KPI yard to changes and height timevolume capacity width depth service desk agent per diameter releases.mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage Incident Management appraisalsquare hourround yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound height timevolume capacity width • Your team task is to look at all of the Incidentsquare hourround yard CSF milligrams KPImile incident minute euro percentage depth diameter kilo acre degree day meter yardpound Management KPIs and CSFs listed and decidesquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound which ones are notKPIsquare hourround yard CSF required and list any that milligrams depthheight timevolume capacity width diametermile incident missing or could be added. are minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour Service Desk round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour Good Day timevolume capacity width round yard CSF milligrams KPI depth height diametermile incident minute euro percentage Day acre degree day meter yardpound Bad kilosquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter Incident Change Problemmile incident minute euro percentage kilo acre degree day meter yardpound Management management Managementsquare hour 6 CSFs – 18 KPIs round yard CSF 3 CSFs capacity height timevolume – 16 KPIs width milligrams KPI depth diameter 3 CSFs – 16 KPIsmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter Service Desk Service Asset &mile incident minute euro percentage kilo acre degree day meter yardpound 10 Metrics & 6 Configurationsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter Survey types 3 CSFs – 16 KPIs
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour Service Desk round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour Good Day timevolume capacity width round yard CSF milligrams KPI depth height diametermile incident minute euro percentage Day acre degree day meter yardpound Bad kilosquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter Incident Change Problemmile incident minute euro percentage kilo acre degree day meter yardpound Management management Managementsquare hour 6 CSFs – 18 KPIs round yard CSF 3 CSFs capacity height timevolume – 16 KPIs width milligrams KPI depth diameter 3 CSFs – 16 KPIsmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter Service Desk Service Asset &mile incident minute euro percentage kilo acre degree day meter yardpound 10 Metrics & 6 Configurationsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter Survey types 3 CSFs – 16 KPIs
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour GDBD – Service Desk round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams Good DayKPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour Bad Day round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare–hour round yard CSF milligrams KPI depth CSF –timevolume capacity width CSF The percentage of calls resolved height Average time to resolve an incident diametermile incident minute euro service during the first contact with the percentage kilo acre degreeat day line). (when resolved first meter yardpound desk, i.e. while the user is still on thesquare hour reportyard CSF milligrams KPI depth telephone round the call to height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare –hour service deskCSFof milligrams KPI depth CSF –timevolume capacity width CSF Average round yard cost height Average time to escalate andiameter incident handling an minute euro percentage kilo acre degree resolution is notyardpoundmile incidentincident (where first-line day metersquare hour round yard CSF milligrams KPI depth possible). volume capacity width height time diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare–hour height timevolume capacity width CSF The percentage of calls resolved by the service desk staff themselves, without having todiameter round yard CSF milligrams KPI depth seek deeper support from other groups. Note that some desks will choose to co-locate or embed moremile incident minute euro percentage desk. In such cases it is important when making technically skilled second-line staff with the service kilo acre degree day meter yardpound comparisons round separate out: (i) the percentage resolved timevolume capacity width (ii)square hour to alsoyard CSF milligrams KPI depth by the service desk staff alone; diameter height and the percentage resolved by the first-line service desk staff and second-line support staff combined.
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth costtimevolume capacity width height of CSF – Average service desk diametermile incident minute euro percentage kilo acre degree day meter yardpound handling an incidentsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity widthdiametermile incident minute euro percentage kilo acre degree day meter yardpound KPI - hour round yard CSF milligrams KPIsquareTotal cost of the service desk KPI timevolume capacity width depth - Percentage of customer or diameter height user divided by the number of calls updates conducted within target times,mile incident minute euro percentage kilo acre degree day meter yardpound as defined in SLA targetssquare hour round yard CSF milligrams KPI depth height timevolume capacity widthdiametermile incident minute euro percentage kilo acre degree day meter yardpound KPI - hour round call duration time onsquarePercentage ofyard CSF milligrams KPI height timevolume capacity width depth - Average time to review anddiameter KPI close a the desk overall and cost per percentagemile incident minute eurominute acre degree day meter yardpound kilo resolved callsquare costsround yard CSF milligrams KPI (total hour the period divided by for depth height timevolume capacity widthdiameter total call duration minutesmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity widthdiameter KPI -Cost per call by type KPI - The number of calls broken downmile incident minute euro percentage kilo acre degree day meter yardpound by time of day and day of weeksquare hour round yard CSF milligrams KPI depth height timevolume capacity widthdiametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity widthdiameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour Survey Techniques & Tools round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter Callers are asked to remain on the phone after the call and then asked to rate After-call survey the service they were providedmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage have previously used the service desk are contacted pound Outbound Customers and users who kilo acre degree day meter yard some time after their experience with the service desksquare hour survey CSF milligrams KPI depth telephone round yard height timevolume capacity width diametermile incident minute euro percentage interviewed personally by the person doing the survey.pound Customers and users are kilo acre degree day meter yard Personalsquare hour round yard CSFis especially effective depth interviews height timevolume capacity width This milligrams KPI for customers or users who use the service desk diameter extensively or who have had a very negative experiencemile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour height timevolume capacity width round yard CSF milligramsusers are interviewed in small groups. This is good for gathering Customers and KPI depth diameter Group interviews general impressions and for determining whether there is a need to changemile incident minute euro percentage kilo acre degree location certain aspects of the service desk, e.g. service hours or day meter yard poundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage mailed to a target set of customers and users. They pound Postal/email Survey questionnaires are kilo acre degree day meter yardsquare hour surveys yard CSF milligrams KPI responses by email or post capacity width round are asked to return their depth height timevolume diametermile incident minute euro percentage kilo acre degree day meter yardpound hoursquare Online surveys depth height timevolume capacity width round yard CSF milligramsare posted on a website and users and customers encouraged Questionnaires KPI diameter via email or links from a popular site to participate in the survey
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour Some survey structure tips round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour number By using an odd KPI depth height timevolume capacity width Oddround yard CSF milligrams number choice, e.g. 1 to 5, you let the person completing the diameter survey to opt out of the survey without making a decision by allowing them tomile incident minute euro percentage e.g. a 3 acre degree day meter yardpound choice choose the middle ground, kilo in a 1 to 5 survey question.square hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro even number choice forces theacre completer to make ameter For pound Even number The percentage kilo survey degree day choice. yardsquare hourchoice yard CSF milligrams KPI3depth a 4 is timevolume no middle ground. diameter round example in a 1 to 6 ratio is fail and height pass there is capacity widthmile incident minute euro percentage often marketing driven because day usually have an pound Word choice surveys are kilo acre degree they meter yard Wordround yard CSF milligrams KPI such as height timevolume capacity widthsquare hour choice odd number word choice depth Excellent, Very Good, Satisfactory, Poor and diameter Unsatisfactory which becomes 3 success choices and two failure choices.mile incident minute euro percentage kilo acre degree day meter yardpound hoursquare Benchmark e.g. Benchmarks are KPI getting height timevolume capacity width round yard CSF milligrams great for depthmeaningful response, e.g. “our SLA states a diameter that we should answer your calls within 30 seconds in your opinion how wellmile incident minute eurowe achieving this target?” SLA are percentage kilo acre degree day meter yard poundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage tokilo choice except the instead of ameter yardpound Multiple choice is similar word acre degree day word the Multiple choicesquare hour round yard CSF milligrams KPI selectionheight timevolume capacity width answer is chosen from a depth phrases. of diametermile incident minute euro Good/Important approach ensures thatdegree you get a gradingyardpound The percentage kilo acre not only do day meter but hour round yard CSFan indicator KPI relevancesquareGood/Important also height timevolume capacity known as milligrams as to thedepth of the question. These are alsowidth diameter balanced surveys.
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width What are the benefits of a balancedmile incident minute euro percentage diameter kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI height timevolume capacity width approach? depth diametermile incident minute euro percentage acre day kilo degree meter yardpound height timevolume capacity width • It keeps perspectivesquare hourround yard CSF milligrams KPImile incident minute euro percentage depth diameter kilo acre degree day meter yardpound • Highlights weaknessessquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • You yard CSFsquare hour can see impact of improvements round KPI milligrams depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Easy to understandsquare hourround yard CSF KPI milligrams depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Not yard CSFsquare hour just for one resource round KPI milligrams depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage Balanced surveys – the Questionssquare hourround yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound height timevolume capacity width •square hourround yard CSF milligrams KPI depth Always ask two questions:mile incident minute euro percentage kilo acre degree day meter yardpound diametersquare hour 1. How good milligrams KPI depth round yard CSF are we performing? timevolume capacity width height diameter minute euro percentage kilomile incident 2. How important is it to you?acre degree day meter yardpoundsquare hour height timevolume capacity width round yard CSF milligrams KPI depth diameter • Always use even number scalesmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour height timevolume capacity width round yard CSF milligrams KPI depth diameter • Relate the survey to your balanced approachmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour height timevolume capacity width round yard CSF milligrams KPI depth diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour height timevolume capacity width round yard CSF milligrams KPI depth diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour height timevolume capacity width round yard CSF milligrams KPI depth diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour height timevolume capacity width round yard CSF milligrams KPI depth diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage Balanced survey – the Resultssquare hourround yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter incident minute where one is bad you got the following results:mile One scale of 1-8euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter How good? 2mile incident minute euro percentage kilo acre degree day meter yardpound 5square hourround yard CSF milligrams KPI depth height timevolume capacity width diameter 8mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour you translate these answers? timevolume capacity width How can yard CSF milligrams KPI depth round height diametermile What about now? percentage kilo acre degree day meter yardpound incident minute eurosquare hourround yard CSFgood? KPI depth How milligrams 2:1 height timevolume capacity width How important? diametermile incident minute euro percentage kilo acre degree day meter yardpound 5:7square hourmile incident minute euro percentage 8:1 kilo height timevolume capacity width pound round yard CSF milligrams KPI depth acre degree day meter yard diametersquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter Balanced survey – the Graphmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound goodsquare hourround yard CSF milligrams KPI 5 1 2 3 4 depth 6 timevolume capacity width height 7 8 diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume 8 capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour 2 round yard CSF milligrams KPI depth 7 height timevolume capacity width diameter -+ ++mile incident minute euro percentage kilo acre degree day meter yardpound 6square hourround yard CSF height timevolume capacity width milligrams KPI depth diameter importantmile incident minute euro percentage kilo acre degree5day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree4day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree3day meter yardpoundsquare hour -- yard CSF milligrams KPI depth round +- height timevolume capacity width diameter 2mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth 1 capacity width height timevolume 1 3 diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour 10 useful tips round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound 1. UnderstandCSF milligrams KPI depth timevolume capacity widthsquare hour round yard the metric hierarchy height diameter incident minute euro percentage kilo acre that what needsmile 2. Collect every thing but only reportdegree day meter yardpound reporting CSF milligrams KPI depth timevolume capacity widthsquare hour round yard height diametermile incident minute euro percentage kilo acre degree day meter yardpound 3. Make sure eachmilligrams KPI depth their roles widthsquare hour round yard CSF level understand timevolume capacity diameter heightmile4. Metrics shouldpercentage success not endorsemeter yardpound incident minute euro measure kilo acre degree day failure 5. If roundyard CSF milligrams KPI depth timevolume capacity widthsquare hour doubt collect the data in height diametermile incident minute euro percentage kilo acre degree day meter yardpound 6. Metrics will evolve as trends and futures appear diametersquare hour height timevolume capacity width round yard CSF milligrams KPI depthmile 7. Make sure euro percentage kilo acrecaptureday meter data incident minute that new technologies degree correct yardpound 8. Make sure everyone KPI depth roles capacity widthsquare hour round yard CSF milligrams knows their timevolume height diametermile incident minute euro percentage kilo acre degree day meter yardpound 9. Don’t set targets thatKPI depth drive behaviour width wronglysquare hour round yard CSF milligrams height timevolume capacity diametermile 10. Ensure youeuro percentage kilo acre degree recipientyardpound incident minute understand the nature of the day metersquare hour height timevolume capacity width round yard CSF milligrams KPI depth diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametersquare hour Thanksmile incident minute euro percentage kilo acre degree day meter yardpound round yard CSF milligrams KPI depthheight timevolume capacity widthmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth diameter height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour MALCOLM FRY round yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound malcolm@malcolmfry.comsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour Problem Management round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour Good Day timevolume capacity width round yard CSF milligrams KPI depth height diametermile incident minute euro percentage Day acre degree day meter yardpound Bad kilosquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter Incident Change Problemmile incident minute euro percentage kilo acre degree day meter yardpound Management management Managementsquare hour 6 CSFs – 18 KPIs round yard CSF 3 CSFs capacity height timevolume – 16 KPIs width milligrams KPI depth diameter 3 CSFs – 16 KPIsmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter Service Desk Service Asset &mile incident minute euro percentage kilo acre degree day meter yardpound 10 Metrics & 6 Configurationsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter Survey types 3 CSFs – 16 KPIs
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour Problem Management round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour Good Day timevolume capacity width round yard CSF milligrams KPI depth height diametermile incident minute euro percentage Day acre degree day meter yardpound Bad kilosquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter Incident Change Problemmile incident minute euro percentage kilo acre degree day meter yardpound Management management Managementsquare hour 6 CSFs – 18 KPIs round yard CSF 3 CSFs capacity height timevolume – 16 KPIs width milligrams KPI depth diameter 3 CSFs – 16 KPIsmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter Service Desk Service Asset &mile incident minute euro percentage kilo acre degree day meter yardpound 10 Metrics & 6 Configurationsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter Survey types 3 CSFs – 16 KPIs
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage GDBD – Problem Managementsquare hourround yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound Good Daysquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage Dayacre degree day meter yardpound Bad kilosquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound CSF hour round yard CSF milligrams height – Provide capacity widthsquare – Minimize the impact on known KPI depth CSF timevolume overall quality and diameter professionalism of meter yardpoundmile incident minute euro percentage kilo acre degree dayProblem handling errors on the KEDBsquare hour round yard CSF milligrams KPI depth activities volume capacity width height timeto maintain Business diametermile incident minute euro percentage kilo acre degree ITday meter yardpound confidence in capabilitiessquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour CSF – Maintain Quality timevolume capacity width round yard CSF milligrams KPI depth height diameter of IT Services throughmile incident minute euro percentage kilo acre degree day meter yardpound elimination ofsquare hour round yard CSF milligrams KPI depth height timevolume capacity width recurring Incidents diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth on knownvolume capacity width height time CSF – Minimize the impact diametermile incident minute euro percentage kilo acre degree day meter yardpound errors on the KEDBsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound KPI - The number of known KPI -The percentagesquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter errors added to the KEDB accuracy of the KEDB (frommile incident minute euro percentage kilo acre degree day meter yardpound audits of the database)square hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound round yard of KPI height Average capacitysquare hour - PercentageCSF milligrams KPI depth KPI -timevolumeincident width diametermile incident minute euro percentage kilo acre degree for those incidents closed by the resolution time day meter yardpoundsquare hour round yard CSF height timevolume capacity width service desk without milligrams KPI depth incidents linked to problem diametermile incident minute euro percentage kilo acre degree day meter yardpound reference to other levels of records support yard CSF milligrams KPI depthsquare hour round height timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthIT Services volume capacity width height time CSF – Maintain Quality of diametermile incident minute euro percentage kilo acre degree day meter yardpound through elimination of recurringsquare hour Incidents round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter KPI -Total numbers of KPI - Size of currentmile incident minute control problems (as a euro percentage kilo acre degree day meter yardpound problem backlog for each ITsquare hourround measure) yard CSF milligrams KPI depthheight timevolume capacity width service diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI of repeat timevolume capacity width KPI - Number depth height diametermile incident minute euro percentage each IT servicedegree day meter yardpound incidents for kilo acresquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour CSF milligrams KPI depth height timevolume capacity width round yard CSF – Provide overall quality and diametermile incident minute euro percentage Problem handling professionalism of kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams maintain Business timevolume capacity width activities to KPI depth height diameter confidence in IT capabilitiesmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter KPI - The number of major KPI - Number and percentage of incident minute euro percentage kilo acre degree day meter yardpoundmile problems (opened and closed problems incorrectly categorizedsquare hour round and backlog) yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound KPI - The percentage of major KPI - The backlog of outstandingsquare hourreviews successfullymilligrams KPI depth problemsvolume capacity width problem round yard CSF height time and the trend (static, diametermile performed minute euro percentage kilo acre degree day meter yardpound incident reducing or increasing?)square hour round yard CSF milligrams KPI depth height timevolume capacity width diameter KPI - The percentage of major KPI - Number and percentage of poundmile incident minute euro percentage kilo acre degree day meter yard problem reviews completed problems that exceeded their round on time successfully height timevolume capacitysquare hour andyard CSF milligrams KPI depth target resolution times width diametermile incident minute euro percentage kilo acre degree day meter yardpound KPI - Number and percentage of round yard CSF milligrams KPI depth KPI - Percentage of problems diametersquare hour height timevolume capacity widthmile incident minute euro percentage kilo acre degree day targets (and pound problems incorrectly assigned resolved within SLA meter yard the percentage that are notl)square hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euroKPI - Average cost per problemdegree day meter yardpound percentage kilo acresquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour Change Management round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour Good Day timevolume capacity width round yard CSF milligrams KPI depth height diametermile incident minute euro percentage Day acre degree day meter yardpound Bad kilosquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter Incident Change Problemmile incident minute euro percentage kilo acre degree day meter yardpound Management management Managementsquare hour 6 CSFs – 18 KPIs round yard CSF 3 CSFs capacity height timevolume – 16 KPIs width milligrams KPI depth diameter 3 CSFs – 16 KPIsmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter Service Desk Service Asset &mile incident minute euro percentage kilo acre degree day meter yardpound 10 Metrics & 6 Configurationsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter Survey types 3 CSFs – 16 KPIs
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour Change Management round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour Good Day timevolume capacity width round yard CSF milligrams KPI depth height diametermile incident minute euro percentage Day acre degree day meter yardpound Bad kilosquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter Incident Change Problemmile incident minute euro percentage kilo acre degree day meter yardpound Management management Managementsquare hour 6 CSFs – 18 KPIs round yard CSF 3 CSFs capacity height timevolume – 16 KPIs width milligrams KPI depth diameter 3 CSFs – 16 KPIsmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter Service Desk Service Asset &mile incident minute euro percentage kilo acre degree day meter yardpound 10 Metrics & 6 Configurationsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter Survey types 3 CSFs – 16 KPIs
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage GDBD – Change Managementsquare hourround yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound Good Daysquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage Day acre degree day meter yardpound Bad kilosquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound CSF hour round to business milligrams height timevolume capacity widthsquare – Respondingyard CSF and IT KPI depth CSF – Optimizing overall business riskdiameter requests for change that will percentage kilo acre degree day meter yardpoundmile incident minute euro align the hour round the business needssquare services with yard CSF milligrams KPI depth height timevolume capacity width diameter while maximizing valuemile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage all changes to CSF – Ensuring that kilo acre degree day meter yardpoundsquare hour configuration items are well timevolume capacity width round yard CSF milligrams KPI depth height diameter managed and recorded in themile incident minute euro percentage kilo acre degree day meter yardpound configuration management systemsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter CSF – Responding to business and ITmile incident minute euro percentage kilo will align requests for change that acre degree day meter yard poundsquare hourround yard CSF servicesKPIthe business needs volume capacity width height time the milligrams with depth diametermile incident minute euro percentage value acre while maximizing kilo day meter yardpound degreesquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound KPI - hour round yard CSF ofsquareIncrease in the percentage milligrams KPI KPI timevolume capacity width depth - Average time to implementdiameter height meets changes that minute euro percentagemile incident meet the customer’s kilo SLA targets, based day meter yardpound acre degree on agreed requirements, e.g.CSF milligrams KPIsquare hour round yard depth urgency/priority/change type diameter height timevolume capacity width quality/cost/timemile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter KPI -The benefits of change (expressedmile incident minute euro percentage kilo KPI - Increase in accuracy of predictions acre degree day meter yardpoundsquare hourimprovements made’ + as ‘value ofround yard CSF milligrams KPI depth time, quality, cost, risk, resource and for height timevolume capacity width diameter ‘negative impacts prevented or commercial impact terminated’) minute kilo acre degree day meter yardpound euro percentagemile incident exceed the costs of changesquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour in the backlog ofmilligrams KPI KPI -Reduction round yard CSF change depth -Increasevolumescores in survey diameter KPI time in capacity width height of requests stakeholder satisfaction for the changemile incident minute euro percentage kilo acre degree day meter yardpound management processsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF – Optimizing overall business riskvolume capacity width CSF milligrams KPI depth height time diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter KPI - Reduction in the number of KPI - Reduction in the number ofmile incident minutedefectspercentage kilo changesdegree day meter invoked disruptions to services, euro and re- acre where remediation is yardpound work hour round yard CSF milligrams KPI depthsquare caused by inaccurate specification, height timevolume capacity width diameter poor or incomplete impact assessmentmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo KPI - Reduction in the number of failed KPI -Reduction in the percentage of acre degree day meter yardpoundsquare hour are categorized as milligrams KPI depth changes that round yard CSF height timevolume capacity width changes diameter emergency changesmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour in change success rate KPI -Increase round yard CSF milligrams KPI depth -Reduction incapacity width KPI timevolume the number ofdiameter height (percentage of changes deemed unauthorized changes identifiedmile incident minute euro percentage kilo acre degree day meter yardpound successful at review/number of changessquare hour authorized)round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter KPI -Reduction in the number ofmile incident minute euro percentage kilo acre degree day meter yardpound incidents attributed to changessquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage all changes to CSF – Ensuring that kilo acre degree day meter yardpound configuration items are wellsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter managed and recorded in themile incident minute euro percentage kilo acre degree day meter yardpound configuration management systemsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound round yard CSF milligrams KPI depth - Reduction incapacity widthsquareReduction in the number and KPI - hour KPI height timevolume the number and diameter percentage of changes with incomplete percentage of changes with incompletemile incident minute euro percentage kilo acre degree day meter yardpound change specifications impact assessmentssquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound KPI -Reduction KPI timevolume capacity widthsquare hour in numberCSF milligrams KPI depth - Reduction in number of audit round yard and height diametermile incident minute euro percentage kilo compliance issues daythe change pound percentage of discrepancies found by acre degree for meter yardsquare hour and configuration milligrams KPI depth round yard CSF service asset height timevolume capacity width management process diameter management minute and percentage kilo acre degree day meter yardpoundmile incident verificationeuro auditsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width Service Asset & Configurationmile incident minute euro percentage diameter kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI height timevolume capacity width Management depth diametermile incident minute euro percentage acre day kilo degree meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour Good Day timevolume capacity width round yard CSF milligrams KPI depth height diametermile incident minute euro percentage Day acre degree day meter yardpound Bad kilosquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter Incident Change Problemmile incident minute euro percentage kilo acre degree day meter yardpound Management management Managementsquare hour 6 CSFs – 18 KPIs round yard CSF 3 CSFs capacity height timevolume – 16 KPIs width milligrams KPI depth diameter 3 CSFs – 16 KPIsmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter Service Desk Service Asset &mile incident minute euro percentage kilo acre degree day meter yardpound 10 Metrics & 6 Configurationsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter Survey types 3 CSFs – 16 KPIs
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width Service Asset & Configurationmile incident minute euro percentage diameter kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI height timevolume capacity width Management depth diametermile incident minute euro percentage acre day kilo degree meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour Good Day timevolume capacity width round yard CSF milligrams KPI depth height diametermile incident minute euro percentage Day acre degree day meter yardpound Bad kilosquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter Incident Change Problemmile incident minute euro percentage kilo acre degree day meter yardpound Management management Managementsquare hour 6 CSFs – 18 KPIs round yard CSF 3 CSFs capacity height timevolume – 16 KPIs width milligrams KPI depth diameter 3 CSFs – 16 KPIsmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter Service Desk Service Asset &mile incident minute euro percentage kilo acre degree day meter yardpound 10 Metrics & 6 Configurationsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter Survey types 3 CSFs – 16 KPIs
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width GDBD – Service Asset & Configurationmile incident minute euro percentage diameter kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI height timevolume capacity width Management depth diametermile incident minute euro percentage acre day pound kilo degree meter yardsquare hour round yard CSF milligrams KPI depth height timevolume capacity widthdiametermile incident minute euro percentage kilo acre degree day meter yardpound Good Daysquare hour round yard CSF milligrams KPI depth height timevolume capacity widthdiametermile incident minute euro percentage Day acre degree day meter yardpound Bad kilosquare hour round yard CSF milligrams KPI depth height timevolume capacity widthdiametermile incident minute euro percentage kilo acre degree day meter yardpound CSF – Accounting for, managing and CSF – Supporting efficient and round yard CSF protecting height timevolume capacity widthsquare hour the integrity of CIs milligrams KPI depth effective service managementdiametermile incident the service euro percentage kilo acre degree day meter yardpound throughout minute Iife cycle processes by providing accuratesquare hour round yard CSF milligrams KPI depth configuration information at the right height timevolume capacity widthdiameter timemile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity widthdiametermile incident minute euro percentage and maintaining an CSF – Establishing kilo acre degree day meter yardpoundsquare hour accurate and complete configurationvolume capacity width round yard CSF milligrams KPI depth height time diameter management system (CMS)mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity widthdiameter
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF – Accounting for, managing timevolume capacity width CSF milligrams KPI depth height and diametermile incident minute euro percentage kiloof acre degree day meter yardpound protecting the integrity CIssquare hour height timevolume capacity width round yard CSF milligrams the service Iife cycle throughout KPI depth diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute in budgets and KPI - Improved accuracy euro percentage kilo KPI - Increase in re-use meter yardpound acre degree day andsquare hour assets utilized bymilligrams KPI charges forround yard CSF each the depth height timevolume capacity width redistribution of under-utilized diameter customer or minute euro percentagemile incidentbusiness unit kilo resources and assets meter yardpound acre degree daysquare hour round yard CSF milligrams KPI depth height timevolume capacity widthdiametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour number of exceptions KPI -Reduced round yard CSF milligrams KPI depth - Reduction in the use of KPI timevolume capacity width height diametermile incident minute euro audits reported during configuration percentage kilo unauthorized hardwaremeter yardpound acre degree day and software, non-standard and variant builds diameter thatsquare hour round yard CSF milligrams KPI depth height timevolume capacity width increase complexity, support costs andmile incident minute euro percentage kilo risk to the business services yardpound acre degree day metersquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter
  • mile incident minute euro percentage kilo acre degree day meter yardpound CSF – Supporting efficient andsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter effective service managementmile incident minute euro percentage kiloaccurate degree day meter yardpound processes by providing acresquare hour height timevolume capacity width round yard CSF milligrams KPI depth at the right configuration information diameter timemile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage KPI - Percentage improvement in acre degree day meter yardpound kilo KPI - Reduction in the average time andsquare hour scheduling over the life of KPI maintenanceround yard CSF milligrams depth of timevolume capacity width height cost diagnosing and resolving diametermileasset (not too much, not too late an incident minute euro percentage kilo incidents and problemsmeter yardpound acre degree day (by type)square hour round yard CSF milligrams KPI depth height timevolume capacity widthdiametermile incident minute incident KPI -Improved speed for euro percentage kilo acre degree day meter yardpound KPI - Improved ratio of used licencessquare hour to identify faulty CIs and management round yard CSF milligrams KPI depth height paid-for capacity againsttimevolumelicences width diametermile incident minute euro percentage kilo acre degree day meter yardpound restore servicesquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound KPI -Reduction in risks due to early KPI - Improvement in time to identifysquare hour of unauthorized change round yard CSF poor- performingcapacity width height timevolume and poor-quality milligrams KPI depth diameter identificationmile incident minute euro percentage kilo assets degree day meter yardpound acresquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute europercentage of changes not completed day meter yardpound KPI - Reduced percentage kilo acre degreesquare hour successfully or causing errors because of poor impact capacity width round yard CSF milligrams KPI depth height timevolume diameter assessment, incorrect data in the CMS, or poor version control
  • mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour height timevolume capacity width round yard CSF milligrams KPI and maintaining an CSF – Establishing depth diametermile incident minute euro percentage kiloconfiguration accurate and complete acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth management system (CMS)height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity widthdiametermile incident minute euro percentage KPI - Reduction in business impact of kilo KPI - Improved audit compliance pound acre degree day meter yardsquare hour incidents caused bymilligrams KPI outages andround yard CSF poor depth height timevolume capacity widthdiameter service asset minute euromile incident and configurationpercentage kilo acre degree day meter yardpoundsquare hour management round yard CSF milligrams KPI depth height timevolume capacity widthdiametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity widthdiameter KPI - Increased quality and accuracy of KPI - Shorter audits as qualitymile incident minute euro percentage kilo configuration information is easily pound configuration information acre degree day meter yardsquare hour round yard CSF milligrams KPI depth accessible volume capacity width height time diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity widthdiametermile incident minute euro percentage kilo acre degree day meter yardpound KPI - Fewer errors caused by peoplesquare hour round yard CSF milligrams KPI depth height timevolume capacity widthdiameter working with out-of-date informationmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity widthdiameter
  • Closing & Raffle• Additional Networking – Doral Ale House• Chapter Survey• https://fnnl.it/fkj• Next Meeting April 19 at University of Miami
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