KPIs or No KPIs for Your Customer-Facing Teams?

Over the years, I’ve seen all sorts of approaches when it comes to KPIs for customer-facing teams. Some companies operate without them entirely, while others have so many that they feel more like micromanagement than meaningful goals. Then, there are those that strike the right balance—relevant, useful, and genuinely adding value.

Are Your KPIs Adding Value?

ITIL 4 makes a great point: KPIs should be relevant and bring real value. But how often do we actually stop to assess whether they do?

Here’s something to consider:

• Are your KPIs actually useful, or just numbers on a report?

• Do they encourage the right behaviours and outcomes?

• Is it time to rethink them?

  
  

Leveraging ITIL 4 for Effective KPIs

For me, ITIL has been a solid guide in figuring out which KPIs truly matter. If you’re running a service desk, I’ve found that the PeopleCert ITIL 4 Specialist: Monitor, Support and Fulfil course offers great KPI suggestions across key areas:

• Service Desk

• Incident Management

• Problem Management

• Service Request Management

• Monitoring & Event Management

  
  

With 34 ITIL 4 practices, each offering KPI recommendations, there’s no shortage of options. The key is selecting those that align with your goals and drive meaningful improvements, rather than just measuring for the sake of it.

Time for a KPI Review?

So, are your KPIs working for you or against you? Maybe it’s time for a fresh look to ensure they truly serve their purpose—helping your teams deliver the best possible service.