Philips

ICT department KPI reporting

The ICT department provided its clients with service performance reports, but these needed to be re-evaluated. The department manager wanted to examine whether the correct variables were being measured in a statistically appropriate manner.

Task description

Developed a methodology for a statistically valid KPI report on ICT service performance.

Results

Statistical analysis
Measuring methodology
KPI report

Approach

Researched the current KPIs and measuring methodologies. Developed an alternative way to measure and report that was less laborious, whilst also providing improved information about ICT service performance. Then presented results at the Philips conference in Brussels.