Anand, an IT administrator, looks at his department’s ServiceNow dashboard. It shows that the department has successfully closed a whopping 600+ tickets in a month.
But when he walks through the office, users report their frustration. Incident resolutions have been taking longer than expected.
The situation isn’t as good as Anand thought or assumed. The reason? He measured ServiceNow’s success based only on the ticket volume, ignoring other KPIs and metrics!
Now, does the above sound similar and seem like you’ve experienced something like this in the past? Well, many organizations do. They equate ServiceNow IT service management with ticket volume. While it matters, it isn’t the only success parameter. It is a comprehensive process that involves various KPIs and metrics. Let us see the crucial ones.
ServiceNow is one of the key-enabling participants of the digital transformation process. However, like every other system, the value you derive from it depends on how you measure your success and manage outcomes. So, here is why you must consider a comprehensive range of KPIs and metrics.
So, which KPIs and metrics should you consider while determining ServiceNow success?
From calculating the MTTR (Mean Time to Resolution) to measuring employee experience index, here are the six KPIs and metrics you must focus on for your ServiceNow success.
This metric tracks the average time your team takes to resolve an incident from start to finish. Thus, lower MTTR signals fewer productivity disruptions and more satisfied users.
However, not every incident is created equal. While most are basic, some others may be critical, complicated, and require more time to resolve. Thus, generalizing MTTR for all the incidents will not yield the right outcome.
Accordingly, you must break MTTR down by category or service to uncover bottlenecks.
As the name suggests, this parameter reveals how often your service desk solves a particular issue on the first try without causing an escalation.
A high FCR indicates you have a well-trained team that has access to and uses accurate knowledge bases and efficient resolution processes.
Users are no less than a university, particularly when it comes to learning. They provide profound insights into something, reveal the real picture, and enhance your understanding of the issues.
Therefore, you must also conduct a straightforward post-resolution survey to discover how employees actually feel about the IT support you are providing. This refers to measuring CSAT that bridges the gap between numbers and human experience.
This one helps you track the percentage of changes you’ve implemented without outages, incidents, or rollbacks. It enables you to measure how stable and mature your change management process is. While calculating it, you can pair it with metrics like the number of emergency changes to evaluate the proactivity or reactiveness of your change process.
A Service Level Agreement (SLA) guides a service provider about the expectations and standards of the service they provide. Now, companies also have internal SLAs. Thus, this aspect helps you determine if your services comply with the mutually agreed-upon SLA. Calculating it is necessary as the compliance level impacts trust in IT as a reliable partner.
However, while measuring SLA compliance, you must not just measure SLA breaches but also near misses to understand underlying capacity or prioritization concerns.
Measuring EXI involves combining survey data, performance metrics, and sentiment analysis to determine how IT services impact routine operations. It matters because phenomenal service delivery leads to better employee experience.
The ITSM ticketing system is a major success parameter, but not the only one. Therefore, it doesn’t give you a complete picture of how successful your ServiceNow implementation has been. That’s where the above metrics and KPIs will help. They will provide a broader, clearer, and more realistic understanding of your ServiceNow success.
However, evaluating multiple parameters has its unique complexities. This is where Diacto Technologies, with its ServiceNow development services. We implement ServiceNow and measure its success while ensuring continuous monitoring to help you derive optimal value from it. Want to know how? Please email us at info@diacto.com.
