IT service management is about continual improvement; starting with what you have now, deciding on where you want to go and them implementing process to get you there. Once there, you repeat, all with a business improvement focus.
Key factors in successful continuous improvement to your IT service management include:
- a sound service catalogue; and
- reliable reporting.
Reporting against your service catalogue is a very important step in an ITIL implementation often overlooked until late in the process. We advocate the implementation of a reporting framework early on in the piece. As a minimum one that demonstrates your current state of play as this will give you a baseline from which to judge continual improvement.
We design metrics, data collection, and reporting to provide a sensible feedback mechanism for you to measure your success in IT service management. Ideally based on your service catalogue, but if you have not progressed that far we can suggest some measures that will aid you in your management endeavours.
This simple chart is a perfect example of what can happen after implementing reporting against a metric. The red line at the top shows the service catalogue metric target. Prior to March 2010, no reporting was available. After reporting on the metric all concerned lifted effort to show a marked overall improvement.
We have well defined processes that aid in determining appropriate metrics for reporting against your service catalogue.
Contact us for more information or a chat on how we can help you continually improve your IT service management through reporting.