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2022 Gartner® Report

Design and Deploy ITSM Key Performance Indicators and Metrics That Support Business Services

Are you collecting the right data to evolve your service desk? 

One of the biggest challenges for the IT service desk, and IT department as a whole, is to effectively communicate the value of ITSM initiatives in relation to the greater business goals.

ITSM KPIs and metrics are top of mind for business leaders. In fact, “According to Gartner search analytics, client interactions related to ITSM KPIs and metrics have shown a 115% increase during the past year.”1

The best way to address this challenge? Strategic KPIs that benefit both the IT department and business leadership.

Download the Gartner® Report, Design and Deploy ITSM Key Performance Indicators and Metrics that Support Business Services, to learn how to understand the organization’s key business services and the role of IT in delivering these services, and what metrics to rely on to showcase these initiatives.

With this report, we believe you will learn:

  • Ways to align ITSM KPIs with maturity levels of the organization 
  • How to establish a formal KPI governance process 
  • Why to begin with a top-down business perspective 
  • And more!

If your goal is to use the most effective KPIs and metrics to align your service desk and business, download your complimentary copy of the report today!


GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved. 

Gartner, Gartner, Design and Deploy ITSM Key Performance Indicators That Support Business Services, Shetty, Siddharth; 17 March 2022

Download the Report