Your IT service catalog is about more than just creating and publishing a list of services for your end users. It’s about measuring the value of those services, the effectiveness in which they are delivered, and other important factors, so the service portfolio can be continuously fine-tuned to best meet end user needs.
That’s why many experts agree that reporting and analysis must be an integral part of any IT service catalog strategy. From budget management, to resource scheduling and allocation, IT service catalog reporting can provide your IT service desk staff with the vital insight they need to conduct services in the most productive, effective, and economical manner possible.
What Should You Measure?
What are some of the most important metrics that should be tracked and measured?
- The costs and expenditures associated with the delivery of each individual service, as well as the portfolio as a whole
- Which services are performing well, and which ones are not (handling times, repeat requests, etc.)
- Resources required to fulfill service requests (utilization, availability, etc.)
- Patterns and trends in service request demand
- Effectiveness of the IT service catalog (i.e. end user adoption)
There are countless benefits to this approach. First, it provides clear, tangible proof of the value the IT service catalog is providing to the business, which can then be shared with senior executives and other corporate management. Additionally, it can help IT organizations to stay focused on the ultimate goal of IT service management as defined by ITIL – continuous service improvement. By understanding what works, and what doesn’t, companies can optimize the relationship between IT and the business by participating in ongoing enhancement of their IT services.
As reports are being developed and rolled-out, it’s important to remember that different stakeholders will want to monitor different things. For example, the head of the IT service desk will be interested in performance and financial statistics across the entire catalog. On the other hand, individual service managers will want to track only those services specific to the teams they oversee. And, application managers and other IT professionals will be most concerned with those services that directly impact the systems they are responsible for.