Scorecards for ITSM performance analysis
Hornbill Service Management has announced a strategic relationship with Enterprise Platform specialist Execview. Hornbill and Execview have also released their first product, Supportworks Execview ITSM Scorecards, designed to give users at all levels of ITSM the information they need to ensure firm governance of their IT services without the need to manually collate and decipher data to gain a strategic overview. Supportworks Execview ITSM Scorecards does this by aggregating all information from all user dashboards across the ITSM team, filtering the data and presenting scorecards tailored to each part of the service team’s needs. As a result, ITSM as a whole can work towards continuous service improvement with the strategic information required already to hand.
“The traditional ITSM dashboard is a valuable tool for presenting the information IT service teams need in the moment. However, for more strategic decisions they are unfortunately lacking,” said Doug Pollock, client services director at Hornbill. “In these cases, ITSM teams will need to manually collate and decipher the information most important to them taking up time and resources that, in today’s world, are increasingly precious. Supportworks Execview ITSM Scorecards is designed to eliminate this. Instead teams at all levels of IT services, from individual service desks to the IT services director, are given a scorecard formed by aggregating data from every single ITSM dashboard in the organisation. By automatically aggregating and filtering this data for each recipient, ITSM teams can be sure that they are meeting their own KPIs and that their work is supporting the wider strategic goals of the organisation.”
Supportworks Execview ITSM Scorecards aggregates data from ITSM teams, including metrics such as incident volumes per service, incident fix rates and problem management volumes. These are then consolidated into scorecards for each ITSM team and function, for example Incident Management and service Delivery Management. Organisations can customise which information and KPIs are presented for which teams. By filtering and interpreting the aggregated data based on this, Supportworks Execview ITSM Scorecards can show the exact performance of each specific task and service desk role, as well as the overall health of the entire ITSM structure. By aggregating the data service teams can still dig further down into the information behind each scorecard if needed, allowing them to identify the specific issues behind any poorly performing areas and so take action to rectify them.
“The problem with most ITSM reporting is that it doesn’t properly address the needs of the people using it,” said Stephen Randall, CEO of Execview. “Reports, dashboards, spreadsheets: they are all pointless unless they drive the right actions. Working with Hornbill, we have been impressed with the focus on getting the right information to the right people so that they can perform their jobs effectively.”
Randall continued: “Our joint work has come up with a powerful model that in the short term delivers effective reporting with line of sight from the summary to full detail. By aggregating data into a single report and then filtering to present only data relevant to the target audience, information can be used much more quickly and effectively to provide real insight and strategic opportunities for IT service teams. Armed with this insight, they can ensure that they are providing their full value to end users and to the business as a whole.”
As well as the Execview strategic partnership and the introduction of ITSM scorecards, Hornbill has also announced an update to its Supportworks portfolio of ITSM products. This includes the introduction of version 3.4 of Supportworks ITSM Service Desk Software. Supportworks ITSM 3.4 features upgraded change management, self-service and knowledge base capabilities; providing service desks with an even more powerful tool. Hornbill is also introducing two new tools to its portfolio: Supportworks HR Service Desk and Supportworks Facilities Management Service Desk. Both use best practices formed by extensive industry use and feedback together with Supportworks’ established capabilities to provide these service desks with the level of performance that ITSM desks have come to expect.
