IT Service Management KPIs for GBS | SLA, MTTR, Availability, CSAT | KPI Framework Part 4

Part 4 of the KPI Framework series covering IT Service Management in GBS and Shared Services.
99.5% system availability sounds like near-perfection. But 0.5% downtime = 43 hours of outage per year. This video gives you the 12 ITSM KPIs that keep your IT operations on track.

Domains covered:
• Service Desk — First Call Resolution, CSAT, Ticket Reopen Rate
• Incident Management — SLA Compliance, MTTR by Priority (P1–P4)
• Change Management — Change Success Rate, Unplanned Outages
• Infrastructure — System Availability, MTBF, Patch Compliance
• Cost & Efficiency — IT Cost per User, Ticket Volume Trend

📊 KPI Framework Series:
• Part 1: KPI Fundamentals — [Add link]
• Part 2: Finance KPIs — [Add link]
• Part 3: HR & Payroll KPIs — [Add link]
• Part 4: IT Service Management KPIs (this video)
• Part 5: Scorecard Design & Governance (coming next)
• Part 6: AI & Digital Reporting

🔗 Related videos:
• HR Analytics Dashboard: https://youtu.be/u4ESNCMoijk
• AP & P2P Concepts Explained: https://youtu.be/DKEPU2eS7uY
• AP Invoice Intelligence Dashboard: https://www.youtube.com/watch?v=rwjzQZ6STLY

Website: https://udayeu.github.io/udaykumar-budapest.github.io/

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Видео IT Service Management KPIs for GBS | SLA, MTTR, Availability, CSAT | KPI Framework Part 4 канала GBS Analytics Hub