Question : Process Behavior Charts in ITSM Scenario
Whether Process Behavior Chart is relevant from ITSM / ITIL perspective? If yes, then how to capture data for that.
We do use Trend Charts for various process areas (Service Requests, Incident, Problem and Change).
Ashok, I am not so sure that “Process Behavior” data is that relevant to measuring IT Support Service performance. Having a defined and repeatable work process for various “IT Service Events or Elements” is important. In my world I capture data on specific support event types as it happens within my support team. In IT Support, where you are tracking work, resources, SLA compliance and time distribution – capturing data and measuring performance against defined Service Level Goals (agreed in the SLA with the customer) and reviewing Team Metrics – amount of time spent on what types of work, work breakdown and time distribution by Work Event classification – These are important!Trend charts are useful for determining in what direction you are heading – But what you are trending is actually more important then a trend itself if it is not for data that is related to Service Delivery or Service Improvement – Trends should be on Work Types, Classifications of Work, Resource Performance, Time Distribution, Team Performance (against Service Level Goals). This can be used within the team to improve communication, productivity and quality. This is also used to communicate what Valuethat the IT Service group is adding to the business. The key word here is COMMUNICATE! You need a service management tool that every member of the support team has access to and can log work events, classify them, log time against and report on data. The critical point here is getting support data at the point it is created. If capturing data on a piece of equipment (infrastructure) then you have electronic monitors that get triggered when a specific “event” occurs. If you are capturing data on Process, People, Work, and Time – Then a different type of tool is required and must be at the desk of all who are delivering support services. They capture data on events and the time they spend on them as a byproduct of performing work, NOT as a separate time keeping exercise that is done at the end of the day or week. If data are not captured immediately when it happens, the value and accuracy degrade dramatically over time (and not that much time). I hope this helps. Bob