Archive for February, 2011


Reporting back on the Metrics Maze

How Many Reports Go Unread?

Every service management process needs metrics in place to check if it’s working okay.  IT services are also measured to make sure they are performing and meet required targets. Metrics provide a quick picture of how we are doing, and can also be used for long term trend analysis to track any improvement or regression. Reporting can be manual, time consuming and even (dare I say it?) pointless!  If no one is reading your reports – or if you’re measuring the wrong things – then you’re wasting your time. Here are some questions you can apply to your reporting to check if it’s delivering value – and not just wasting your time…