I saw your reply to the KPI for ITAM (Hardware) post and wanted to follow up with a few questions.
Currently, I am creating an ITAM handbook for my department and I am considering the question: how do we know we are doing ITAM well / poorl? After seeing your criteria for KPIs, I would like to get some clarification.
- objective - What is the business / organisational objectve of the KPI?
Wouldn't all KPIs in this section be aimed at increasing the cost-efficiency of ITAM? Decrease Time to Procure, Cost of Engineers and Increase Q.o.P, Active Life? What are two concrete examples of objectives for KPI?
- performance criteria - Clearly defined so all of your stakeholders know and undertsand what is being reported !
Basically, summarize KPIs on a scale of 1 to 10 to show well/poorly the program is doing? (so it is simple for stakeholders to understand)
- action plan - What do we do if X?
This is the most interesting question for me. I originally thought that if a KPI is performing poorly, then the ITAM team must evaluate and fix the cause for this or if it is doing well then the team focuses on further improving it.
This is my understanding: take into account all related actors (other departments) who might be directly affected by the poor performance of the section (indicated by the KPI) and interact with them to provide information / get feedback.
Example: Energy Usage increases because users are leaving their computers on all night. Report to management and publish a system-wide request to shut down PCs after work hours?
Can you give me a few examples of this?