I have written a number of blogs about metrics and KPIs recently, each focussing on a different area of IT service management. Here are some links in case you’ve missed any of them.
- Defining metrics for change management
- Defining metrics for problem management
- Defining metrics for incident management
It's great to have well thought out KPIs for individual ITSM processes, but if you combine them all you will end up with a huge unwieldy report that’s of very limited use to anyone.
Every report must be useful to its audience, and everything in the report should be focussed on that audience. Somehow you need to create balanced reports for different audiences, but they all need to derive from the data that you have collected about what you are doing. My preferred approach to achieving this is to use a balanced scorecard.