In IT service management, both KPIs and metrics matter. But they serve different purposes.
KPIs align with business goals and reflect how well IT is supporting overall success. Metrics, on the other hand, capture the operational details, such as response times, ticket volumes, and resolution rates.
Metrics tell you what’s happening, but KPIs help you decide what to do about it. These two work together. When a KPI falls short, you turn to supporting metrics to investigate the root cause and fix it before too much disruption is caused.
Read more on https://www.perspectium.com/blog/itsm-kpis-and-metrics-guide/
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