This document discusses key performance indicators (KPIs) for problem management in ITIL. It provides resources for KPIs, performance metrics, job skills, and KRAs. It recommends visiting a website for free ebooks on lists of KPIs, performance appraisal forms, and performance appraisal methods. It also discusses steps for creating KPIs, common mistakes to avoid, how to design effective KPIs, and different types of KPIs including leading, lagging, qualitative, and quantitative.
Avoiding Mistakes when Implementing Incident and Problem ManagementJavier García Bolao
Many organizations find it attractive to consider Incident and Problem Management as a foothold for implementing IT Service Management. Quite often, such attempts result in situations wherein process immaturity, excessive bureaucratization or deficient connections between processes become evident.
The lack of a holistic vision of IT and poor organizational change are often some of the reasons behind most these issues.
Javier Garcia shares his thoughts and 25 years of practical expertise to help you identify and rectify common mistakes to ensure that your ITSM strategies will result in both efficiency and maturity moving forward.
Avoiding Mistakes when Implementing Incident and Problem ManagementJavier García Bolao
Many organizations find it attractive to consider Incident and Problem Management as a foothold for implementing IT Service Management. Quite often, such attempts result in situations wherein process immaturity, excessive bureaucratization or deficient connections between processes become evident.
The lack of a holistic vision of IT and poor organizational change are often some of the reasons behind most these issues.
Javier Garcia shares his thoughts and 25 years of practical expertise to help you identify and rectify common mistakes to ensure that your ITSM strategies will result in both efficiency and maturity moving forward.
Making Problem Management Work for Your OrganizationAtlassian
Houston, we have a problem. Too many companies are fixated on the definitions of ITIL and problem management instead of actually getting value out of them. When you don't have a bonafide problem management policy, plus the training and skills to back it up, your team is likely to spend too much energy on ineffective activities. But there's hope. IT veteran John Custy will introduce the concepts you need to understand, dispel a few misconceptions, and explain the different problem management methodologies. He'll also cover the pros and cons of each methodology, and when to use each of them.
This presentation comes to you from International Project Management Day 2013 - the annual global virtual summit from IIL that brings together business and technology leaders from around the world to discuss the latest trends and methods in business, leadership and communications. To view the accompanying video keynotes and presentations connect to the event here bit.ly/1blJSkE or purchase the DVD collection http://bit.ly/1fZ9Yc0
Metrics, KPIs, and Process Insights – Implementing High Performance Manufactu...Northwest Analytics
John Jackiw discusses the optimal strategies to identify and organize the right metrics and use the right analytics to produce the actionable information needed for best-in-class performance.
As recent MESA studies show, the best performing companies most aggressively use manufacturing process metrics to guide decision making. Informed operations and management decisions will push both routine operations and strategic activities to the highest performance levels.
High performance management depends upon actionable intelligence based on the right information. Producing that information depends upon selecting the right metrics and identifying the right data sources.
The first step is to review the available metrics as process parameters in general and determine which are Key Performance Indicators (KPI) in particular. The second is to determine which data is needed. While the easy choice is to use accessible existing data, a more thorough analysis can direct the company to seek out the data that is really critical to understanding process performance.
Our Presenter:
John Jackiw is Business Development Manager at Alta Via Consulting. He is an active member of MESA International where he is a founding member of the Global education team, a MESA Authorized Instructor (MAI), and serves on the metrics committee as team leader and project manager of the MESA publication “Metrics Framework and Guidebook 2nd Edition”.
Recording - http://bit.ly/1036YlQ
In this presentation, we discuss why you should be tracking Key Performance Indicators, and what Key Performance Indicators are important in asset management.
Pain Point Analysis Guide & Template is available for online viewing to Premium Members. An editable version is included in the Business Analysis Toolkit.
Resolve service issues faster and more successfully.
Your Challenge
Service restoration for incidents is too slow.
Incident treatments and attempts at service restorations do not completely resolve the issue.
Service disruptions and outages are prolonged due to an informal and inefficient Incident Management process.
Confusion and mismanagement of critical incidents prolong service impacting outages that dramatically undermine the operational abilities of the organization.
Our Advice
Critical Insight
ITIL’s Incident Management process is not a one-size-fits-all framework.
Adapt your Incident Management roadmap and develop a process that is right for your organization.
A right-sized process, not the most complex process, will allow you to experience the strongest returns.
Impact and Result
Service outages and disruptions will have smaller organizational impact as a result of more targeted and efficient Incident Management.
Develop a strong Incident Management process that will prepare your staff to manage all incidents that could be experienced within IT Infrastructure or Applications.
Making Problem Management Work for Your OrganizationAtlassian
Houston, we have a problem. Too many companies are fixated on the definitions of ITIL and problem management instead of actually getting value out of them. When you don't have a bonafide problem management policy, plus the training and skills to back it up, your team is likely to spend too much energy on ineffective activities. But there's hope. IT veteran John Custy will introduce the concepts you need to understand, dispel a few misconceptions, and explain the different problem management methodologies. He'll also cover the pros and cons of each methodology, and when to use each of them.
This presentation comes to you from International Project Management Day 2013 - the annual global virtual summit from IIL that brings together business and technology leaders from around the world to discuss the latest trends and methods in business, leadership and communications. To view the accompanying video keynotes and presentations connect to the event here bit.ly/1blJSkE or purchase the DVD collection http://bit.ly/1fZ9Yc0
Metrics, KPIs, and Process Insights – Implementing High Performance Manufactu...Northwest Analytics
John Jackiw discusses the optimal strategies to identify and organize the right metrics and use the right analytics to produce the actionable information needed for best-in-class performance.
As recent MESA studies show, the best performing companies most aggressively use manufacturing process metrics to guide decision making. Informed operations and management decisions will push both routine operations and strategic activities to the highest performance levels.
High performance management depends upon actionable intelligence based on the right information. Producing that information depends upon selecting the right metrics and identifying the right data sources.
The first step is to review the available metrics as process parameters in general and determine which are Key Performance Indicators (KPI) in particular. The second is to determine which data is needed. While the easy choice is to use accessible existing data, a more thorough analysis can direct the company to seek out the data that is really critical to understanding process performance.
Our Presenter:
John Jackiw is Business Development Manager at Alta Via Consulting. He is an active member of MESA International where he is a founding member of the Global education team, a MESA Authorized Instructor (MAI), and serves on the metrics committee as team leader and project manager of the MESA publication “Metrics Framework and Guidebook 2nd Edition”.
Recording - http://bit.ly/1036YlQ
In this presentation, we discuss why you should be tracking Key Performance Indicators, and what Key Performance Indicators are important in asset management.
Pain Point Analysis Guide & Template is available for online viewing to Premium Members. An editable version is included in the Business Analysis Toolkit.
Resolve service issues faster and more successfully.
Your Challenge
Service restoration for incidents is too slow.
Incident treatments and attempts at service restorations do not completely resolve the issue.
Service disruptions and outages are prolonged due to an informal and inefficient Incident Management process.
Confusion and mismanagement of critical incidents prolong service impacting outages that dramatically undermine the operational abilities of the organization.
Our Advice
Critical Insight
ITIL’s Incident Management process is not a one-size-fits-all framework.
Adapt your Incident Management roadmap and develop a process that is right for your organization.
A right-sized process, not the most complex process, will allow you to experience the strongest returns.
Impact and Result
Service outages and disruptions will have smaller organizational impact as a result of more targeted and efficient Incident Management.
Develop a strong Incident Management process that will prepare your staff to manage all incidents that could be experienced within IT Infrastructure or Applications.
1. itil problem management kpi
In this ppt file, you can ref materials for itil problem management kpi such as list of
KPIs, performance appraisal metrics, job skills, KRAs, BSC…
For more itil problem management kpi materials such as free 4 ebooks below,
please visit: kpi123.com
• List of free 2436 KPIs
• Top 28 performance appraisal forms
• 11 performance appraisal methods
• 1125 performance review phrases
Top materials: List of free 2436 KPIs, Top 28 performance appraisal forms, 11 performance appraisal methods
Interview questions and answers – free download/ pdf and ppt file
2. Steps to create KPIs
1. To build KPI system for this position, you can
follow the steps below:
2. Define operational objectives for Construction
technician monthly, quarterly, 6 months, yearly.
3. Identify Key Result Areas for the Construction
technician.
4. Identify tasks list.
5. Determine work procedure for each KRA, each
task.
6. Identify methods to measure the results of each
KRA, task, procedure.
7. Create Construction technician KPIs
Top materials: List of free 2436 KPIs, Top 28 performance appraisal forms, 11 performance appraisal methods
Interview questions and answers – free download/ pdf and ppt file
3. Mistakes in creating KPIs
Building KPI system plays an important role in
evaluating job performance of individual parts,
divisions and the company’s objectives and
performance management system in general. The
development of KPI metrics help to create
measurement systems, information systems
throughout the organization.
1. When building KPI system, you should note the
following factors:
2. Do not create too many KPI, KPI be built around
3-5 KRAs.
3. KPI should change to suit each stage (depending
on your goals).
Top materials: List of free 2436 KPIs, Top 28 performance appraisal forms, 11 performance appraisal methods
Interview questions and answers – free download/ pdf and ppt file
4. How to design KPIs
1. KPIs should be clearly linked to the
strategy, i.e. the things that matter the
most.
2. KPIs have to provide the answers to
our most important questions.
3. KPIs should be primarily designed to
empower employees and provide them
with the relevant information to learn.
Top materials: List of free 2436 KPIs, Top 28 performance appraisal forms, 11 performance appraisal methods
Interview questions and answers – free download/ pdf and ppt file
5. Interview questions and answers – free download/ pdf and ppt file
Types of KPIs:
1. Process KPIs - measure the efficiency or
productivity of a business process. Examples -
Days to deliver an order.
2. Input KPIs - measure assets and resources
invested in or used to generate business results.
Examples - Dollars spent on research and
development, Funding for employee training,
Quality of raw materials.
3. Output KPIs - measure the financial and
nonfinancial results of business activities.
Examples - Revenues, Number of new
customers acquired.
4. Leading KPI - measure activities that have a
significant effect on future performance. Drive
the performance of the outcome measure, being
predictor of success or failure.
Top materials: List of free 2436 KPIs, Top 28 performance appraisal forms, 11 performance appraisal methods
6. Types of KPIs (continue…):
5. Lagging KPI - is a type of indicator that reflect
the success or failure after an event has been
consumed. Such as most financial KPIs, measure
the output of past activity.
6. Outcome KPI - Reflects overall results or
impact of the business activity in terms of
generated benefits, as a quantification of
performance. Examples are customer retention,
brand awareness.
7. Qualitative KPI - A descriptive characteristic,
an opinion, a property or a trait. Examples are
employee satisfaction through surveys which
gives a qualitative report.
8. Quantitative KPI - A measurable characteristic,
resulted by counting, adding, or averaging
numbers. Quantitative data is most common in
measurement and therefore forms the backbone
of most KPIs.
Top materials: List of free 2436 KPIs, Top 28 performance appraisal forms, 11 performance appraisal methods
Interview questions and answers – free download/ pdf and ppt file
7. Types of KPIs (continue…):
5. Lagging KPI - is a type of indicator that reflect
the success or failure after an event has been
consumed. Such as most financial KPIs, measure
the output of past activity.
6. Outcome KPI - Reflects overall results or
impact of the business activity in terms of
generated benefits, as a quantification of
performance. Examples are customer retention,
brand awareness.
7. Qualitative KPI - A descriptive characteristic,
an opinion, a property or a trait. Examples are
employee satisfaction through surveys which
gives a qualitative report.
8. Quantitative KPI - A measurable characteristic,
resulted by counting, adding, or averaging
numbers. Quantitative data is most common in
measurement and therefore forms the backbone
of most KPIs.
Top materials: List of free 2436 KPIs, Top 28 performance appraisal forms, 11 performance appraisal methods
Interview questions and answers – free download/ pdf and ppt file