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ITIL Reporting

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ITIL 4

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Power BI

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Excel Formula | Macro | Script

ITIL 4 Strategic Leader Certification Course: Practices - Measurement and Reporting (MR)

Purpose: to support good decision-making and continual improvement by decreasing the levels of uncertainty

Data collected from:

  • Products and services
  • Practices and value chain activities
  • Teams and individuals
  • Suppliers and partners
  • Organization as a whole

Measures are based on organizational objectives:

  • Customer/market relevance
  • Operational excellence

Use CSFs for each objectives and then define KPIs for each CSF (granularity and transparency)

1. Practice success factors (PSF)

Three PSFs for MR:

  • Ensure measurements are driven by objectives
  • Ensure quality and availability of measurement data
  • Ensure effective reporting to support decision-making

1.1 Measurements driven by objectives

Measurements only have value if they help managers achieve objectives

Five steps to form a measurement and evaluation system:

  • 1. Define the objectives – most important; what will the system be used for ?
    • Effectiveness, conformance, efficiency, productivity
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  • 2. Identify success factors: condition or characteristic that must be achieved for something to be successful (PSF)
  • 3. Select metrics and measurement tools:
    • Select metrics for identified objectives and success factors
    • Ensure tool is capable
  • 4. Form a system of KPIs: choose most important metrics and establish target values, trends, thresholds (ensure balance)
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  • 5. Aggregate measurement data, KPIs tend to be expressed in different forms or have different targets:
    • Transform into percentage ratings
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    • Results can be grouped into zones
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    • Create a performance scorecard (visualization to support decision making)
    • Other methods include weighted arithmetic average, multiplication, dynamic weights…

1.2 Ensuring quality and availability

Absolutely critical PSF: incomplete, inconsistent, or poor data leads to poor decision-making

Characteristics of high-quality data:

  • Intrinsically good: accurate, objective, believable, data source has a good reputation
  • Contextually appropriate: complete, relevant, timely, appropriate volume
  • Clearly represented: understandable, consistent, interpretable
  • Accessible: available to designated consumers as agreed

Practices that ensure quality data: monitoring and event management, service desk, all practices that keep records)

Practices that ensure accessibility of information: availability management, information security management

1.3 Effective reporting

To develop an effective report:

  • Who is the report consumer ?
  • What is the purpose of the report? What decisions is it supposed to support ?
  • Who will generate and work with the report ?
  • How will the report be used ?
  • What data should the report contain ?
  • How will the report data be structured and displayed ?
    • Grouped KPIs (logical blocks)
    • Aggregating KPIs (overall success)
    • Structure to identify bottlenecks by group data by region or service
    • Visualization options (tables, charts, diagrams…)

Go back to ITIL 4 Strategic Leader Certification Course: Practices to finish this chapter or to the main page ITIL 4 Strategic Leader Certification Course.

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