Tag Archive for: Leadership

5 Key Performance Indicators for a High-Performance Service Desk – BMC Blogs

Blaine Bryant, Director, IT Service Management and IT Finance at BMC Software, explains his choice of five key performance indicators (KPIs) to keep your high-performance service desk on track.

There are tons of KPIs to choose from and these five are the foundational.  In the article, he provides the details of how the KPI is calculated and the target range.  Worth the read.

1. Increase/Decrease of Incident Re-Assignments

Incidents and requests that are moved among support teams take longer to resolve. Manage your teams to ensure that these are forwarded to the correct support group the first time by updating work logs and following incident management processes and best practices.

2. Decrease of Incorrectly Assigned Incidents

An incorrectly routed incident wastes everyone’s time and delays time to resolution. Again, manage this count downward by retraining service desk staff on incident management processes and best practices.

 3. Increase in Incidents Responded within Target

Your responsiveness to reported incidents is a critical factor in both customer satisfaction and the credibility of IT among business users. Make sure you’re meeting expectations by hitting defined service level targets the vast majority of the time, and work to continually improve your success rate.

 4. Increase in Incidents Resolved within Target

There may be no more important metric than your ability to fix problems as quickly as you’ve promised to. This metric validates your core effectiveness as a service desk in resolving incidents within defined service level targets.

5. Reduction in Aging Incidents by Priority (Backlog)

Your backlog should keep you up at night—it might well be costing your business users some sleep, too. Clear out aging incidents (defined as those more than 14 days old) to keep users satisfied and avoid high support time and cost.

Source: 5 Key Performance Indicators for a High-Performance Service Desk – BMC Blogs

Three Requirements for Consulting Success

Helping Hand - wikimedia.org

Photo credit: Wikipedia

 

The first requirement is key – be different.

What do you do and how is that different than other doing the same thing.

The article, The Three Requirements for Consulting Success per Deloitte Consulting CEO Jim Moffatt – Forbes gets you to think about how can I ensure I don’t end up “competing for consulting work on price.” Answering this question gets you started.

You need to know how you can translate your difference into solving a client’s problem in an elegant way.  You need to consider your interpersonal skills.  In “What Got You Here Won’t Get You ThereMarshall Goldsmith reminds us that successful people sometimes have blind spots about a part of our personality that is preventing us from getting to the next level.  Work on this as well, and watch what happens.

The other two requirements are be strong by having a partner or ally and be committed to customer satisfaction, continuous improvement and business development

Dr. Amy Cuddy - flickr

Power Poses – Feel More Confident Now

Can the way you hold your body or move, have measurable affects on how you feel? Absolutely and Dr. Amy Cuddy has research to back it up. Dr. Cuddy is social psychologist, teaches at the Harvard Business School, and studies our perceptions of others and how others influence us.

Fake it until you make it works!  There is evidence to back it up as a useful strategy (for more details see “Power Postures Can Make You Feel More Powerful” (WIRED Science, May 15, 2012.)

The first video is a five minute overview and the second video is a 17 minute presentation about the idea that we can change our feelings about our own status by changing the positions of our bodies.

What do you think?

[Featured image courtesy of Flickr: Poptech]