About

In different roles, I’ve learned that good service management reporting takes more than collecting data and presenting charts. The measures need to fit the audience and the way the information is presented needs to be simple and help people understand performance and decide what to do next.

I created this site to share what I’ve learned about service management reporting - and to learn from how other people approach it. The ideas here reflect my experience and current thinking, rather than one universal way to report. My approach may develop as I gain new experience and hear different perspectives.

The site brings together two kinds of material:

Articles share my experience, lessons and thoughts on service management reporting, including KPIs, metrics, data presentation and reporting for different audiences.

Templates provide practical starting points for building reports and presenting service data.

I’ll continue adding to both sections as I learn and develop new material.

The content of this site is intended for people involved in IT operations and service management, whether you’re new to the subject or have years of experience. That could include service desk engineers and managers, service delivery managers, service owners, IT operations leaders and CIOs.

The content currently mainly focuses on IT, as that is my background. However, many of the same principles - choosing relevant measures, presenting information clearly and matching reports to the audience - can also apply to other business functions. This broader application is often described as enterprise service management (ESM). I plan to explore that area further as the site grows.