From the course: IT Service Desk: Monitoring and Metrics Fundamentals
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Baseline reporting
From the course: IT Service Desk: Monitoring and Metrics Fundamentals
Baseline reporting
- [Instructor] Baseline reporting is critical to be able to measure the impact of change over time. When a new process, tool or change to the business is implemented, we need an empirical way to measure its effects on the IT service management process. Impact from changes can be felt in many different ways. Service level agreements, success and failure rate, customer satisfaction or NPS, resolution times, escalation rates, incident rate per system or changes in issues within any given business system, analyst happiness, accuracy of data or accuracy of the process, system down times, et cetera. If we don't know where we are today, how will we know if a change we make to improve has been successful or not? We might make a change thinking it will help us. And anecdotally, the change might make service analysts happier, but the resolution rates go down and the customer satisfaction is negatively impacted. If we don't have…
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