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KPI for Measuring of IT Service delivery posted in category IT

WinningKPI - IT - KPI for Measuring of IT Service delivery posted in category IT Babulal Shaikh This indicator is for measuring of IT Service delivery for internal as well as external customer.

KPI Units: service availability, customer satisfaction, service levels

KPI Time Frame: update once a month

This KPI is aligned to business unit strategic goal

Posted by Babulal Shaikh | Help to protect community: Flag for moderation

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Ideas suggested by WinningKPI community:

Here are comments:

You have a good starting point. I would also add some classic:
-- First contact problem resolution rate, %
-- Repeated problem rate, %

Using just customer satisfaction KPI might be tricky.

Alex Savkin | + | April 13, 2014 at 7:19 am

As I understood, IT service in your case is more about customer satisfaction, here is a good article on the topic:
http://www.bscdesigner.com/better-strategy-with-customer-satisfaction-indicators.htm

Alex Savkin | April 13, 2014 at 7:20 am

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