Defining your risk appetite
How to create simple definitions of risk appetite levels, and then assign these to each of your organization’s projects, services, business units or any other clearly identifiable part of your work.
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I delivered a presentation on Metrics and measurement at the Service Desk Institute conference in the UK. To my surprise, the most lively discussion topics were more about how well the service desk communicates with end users, than about metrics.
It’s fine to use KPIs for planning, understanding, and discussion, just remember to maintain a focus on your real goals and don’t confuse them with your KPIs!
Service level agreements (SLAs) should help to improve services, by making sure that both the service provider and their customer are very clear about responsibilities and expectations. Unfortunately, many SLAs have very poorly thought out targets, and these can often result in the service provider behaving in ways that are the exact opposite of what the customer wants.