Making the Most of your Metrics: an Effective Reporting Framework - ERP Spain.com - España y América Latina

There is a lot of guidance in the IT service management world about designing a proper Metrics and Measurements Framework. Yet without a timely and effective Reporting Framework to sort this data, convert it to information, and present it in the right format at the right time to the people that need to know in order to make better decisions and take action, a metrics and measurements framework will be of little practical use. In this presentation, we will discuss why and how an effective Reporting Framework is essential to converting metrics into usable information that enables knowledge and improved decision making. Additionally, we will consider: - Why reporting should operate at three levels – strategic, tactical and operational - Four key elements to focus your reporting around - Why subjective results are just as critical as objective measurements - How “visible reporting” can drive people performance at all stages of the life-cycle - Which processes rely heavily on an effective reporting framework - Common reporting pitfalls, and how to avoid them We will conclude with 10 keys to designing and deploying a high performance ITSM Reporting Framework. Attendees will walk away with an understanding of why a well-designed highly automated Reporting Framework that utilizes a “balanced approach”, effective graphics, clear targets, realtime as well as periodic reporting, along with analysis and actionable recommendations, is essential for IT service management to be effective in delivering quality services, as well as reporting the value of such services to all stakeholders.