ITSM KPIs Process Owners Watch
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In this lesson, you will learn:
- What a KPI is
- The KPIs each owner watches
- Why fewer KPIs are better
- Where the numbers come from
🔁 Quick look back: Last time: AI Agents for ITSM. You learned how AI agents act on their own, under governance, unlike fixed chatbot topics.
1 “Are we doing well?”
A month after go-live, Anita asks: “Is it working?”
- Daniel says the team feels busy.
- Mei says changes “mostly go fine”.
- Nobody has numbers.
👉 The fix: pick a few KPIs for each process, and track them every week.
2 SNWR’s KPIs
Key term: KPI
Key performance indicator: a number that shows how well a process works.
Key term: First-contact resolution
Incidents fixed on the first call or chat, with no hand-off.
3 Rules for good KPIs
- Two or three per process. More than that, and nobody looks.
- Each KPI has an owner and a target.
- Look at the trend, not one week.
⚠️ Heads up: A KPI can be gamed. If agents close tickets early to hit time to resolve, the reopen rate goes up. Watch both.
4 Quick recap
- A KPI shows how well a process works
- Daniel: time to resolve, first-contact resolution
- Grace: reopen rate. Mei: change success rate
- Lucas: request backlog
- Few KPIs, each with an owner and a target
5 Check yourself
Think of your answer first. Then tap to check.
1 Which KPI does Mei watch? Show answer
Change success rate.
2 What is first-contact resolution? Show answer
Incidents fixed on the first call or chat, with no hand-off.
3 Agents close tickets early. Which KPI shows it? Show answer
Reopen rate goes up.
4 How many KPIs per process? Show answer
Two or three.
Nice work! You know what SNWR measures. 🎉
Next up: ITSM Dashboards
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