How have we been modernizing IT Service Management to go outside of traditional IT measures to a more business-centric KPIs? Could you kindly provide some examples of measures on this direction?

Process ManagementAvailability & Capacity Management
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CTO in Finance (non-banking)2 years ago

It is best thing if we are able to do and organise  our IT tools to reflect that metrics  effectively.

How we need to do is create a data funnel by adding custom parameters in our monitoring. Now there could be two parallel ingestion pipelines around technical and business KPIs. 
One traditional problem has been handling the PII and other sensitive data in the pipeline. Normally there should not be any printing any customer data in logs but if there is a way to just crunch the numbers out of IT services, it can be achieved upto some extent.

We did something similar where we had two dashboards one for tech support and one for business and we could manage all KPIs using that dashboard.

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no title2 years ago

Thanks Sourabh. Do you have any example of IT KPI connected to the business-needs? Any other initiative how you modernized ITSM practices and tools? Thanks once again.

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