How to use KPIs to improve governance and reduce service failures

Fixing things without asking people how they feel about them? That’s not improvement. That’s guesswork. Experience data helps you focus on what really needs fixing and why. Here’s how to bring it into your continual improvement process: https://bit.ly/3HVikZP #ITXM #ITSM #EX

Operational resilience is no longer a paperwork exercise; it’s a board-level dependency question.   The regulator is asking platform providers and other firms to evidence credible fallback plans for Important Business Services. At GBST, we've demonstrated that a real “Plan B” can be implemented quickly, provided it’s practical and not just theoretical.   From what we’re delivering with institutions, “good” typically looks like: - Implementing parallel critical lines on a functional alternative platform. - Broad product & distribution coverage on a single SaaS instance. - Operational flexibility: technology-only, or alongside an established BPO partner.   This is about having the right plan in place to protect your clients and ensure business continuity.   If you’re planning your contingency and want a straightforward view of what “good” looks like in practice, let’s connect and compare notes.

Financial services providers are under pressure to evidence credible fallback plans for their most important services. Our CEO, Robert De Dominicis, has shared his perspective on what “good” looks like in practice: ✅ Running critical lines in parallel, ✅ broad SaaS coverage, ✅ and operational flexibility with trusted partners. 👉 Take a look at Rob's post below. #OperationalResilience #WealthTech #SaaS #Regulation

💡 3 KPIs every Service Delivery Manager should track 1️⃣ SLA Compliance Rate – Are we delivering on time, every time? 2️⃣ Incident Resolution Time – How quickly are we resolving critical issues? 3️⃣ Automation ROI – Is process automation actually reducing cost & effort? In one of my projects, building real-time dashboards to track these KPIs improved visibility and boosted SLA adherence by 25% across 100+ sites. ✅ My advice: Keep KPIs simple, measurable, and actionable — otherwise they become reports, not tools. 👉 What KPIs do you consider most critical in your operations? #OperationalExcellence #ProgramManagement #ServiceDelivery #Automation

📉 When the Dashboard Lies: The Hidden Cost of Misaligned Risk Signals In one recent engagement, a dashboard showed “green” across the board—until a failover test revealed a 6-hour recovery gap. The issue? - Incomplete asset mapping - Vendor SLAs misaligned with RTOs - No real-time escalation protocol This wasn’t a tech failure. It was a governance miss. I’ve seen this pattern across industries: healthcare, higher ed, enterprise tech. The fix isn’t more tools—it’s better intake, clearer accountability, and ruthless alignment between business impact and operational response. #BusinessContinuity #DisasterRecovery #ComplianceLeadership #OperationalExcellence #RiskManagement #ProjectExecution

𝘿𝙖𝙮 61/100 – “𝙏𝙝𝙚 𝙗𝙚𝙨𝙩 𝙘𝙤𝙣𝙩𝙧𝙤𝙡𝙨 𝙚𝙫𝙤𝙡𝙫𝙚 𝙬𝙞𝙩𝙝 𝙩𝙝𝙚 𝙗𝙪𝙨𝙞𝙣𝙚𝙨𝙨.” Static controls don’t survive in dynamic environments. As businesses scale, diversify, and adopt new models, controls must grow with them. I’ve seen this in one of my previous role: ✔️ When our reporting moved from spreadsheets to automated dashboards, manual checks were no longer enough, we had to embed system validations. ✔️ During a major restructuring, approval workflows were redesigned to match the new accountability structure, preventing confusion and bottlenecks. ✔️ In supply chain operations, as vendor networks expanded, controls shifted from local reconciliations to centralized monitoring with analytics. 𝘾𝙤𝙣𝙩𝙧𝙤𝙡𝙨 𝙖𝙧𝙚 𝙣𝙤𝙩 “𝙨𝙚𝙩 𝙖𝙣𝙙 𝙛𝙤𝙧𝙜𝙚𝙩.” They are living mechanisms. If business evolves but controls remain stagnant, risks slip through unnoticed. 👉 Strong controls adapt. 👉 Smart controls anticipate. 👉 The best controls scale with the business, not against it. Because 𝙧𝙚𝙨𝙞𝙡𝙞𝙚𝙣𝙘𝙚 𝙞𝙨𝙣’𝙩 𝙖𝙗𝙤𝙪𝙩 𝙧𝙚𝙨𝙞𝙨𝙩𝙞𝙣𝙜 𝙘𝙝𝙖𝙣𝙜𝙚, 𝙞𝙩’𝙨 𝙖𝙗𝙤𝙪𝙩 𝙚𝙫𝙤𝙡𝙫𝙞𝙣𝙜 𝙬𝙞𝙩𝙝 𝙞𝙩. #EvolvingControls #BusinessResilience #Governance #RiskManagement #InternalControls #ProcessImprovement #ControlDesign #ComplianceLeadership #Adaptability #ScalableFramework #100DaysOfCompliance

Use service dependency mapping tools to boost your #ITSM platform’s performance! These tools help your teams make better decisions, solve issues faster, and keep everything running smoothly. Key highlights from our guide are: ✔️Understanding #servicedependencymapping ✔️Benefits of service #dependencymapping tools ✔️Steps to implement service dependency mapping tools ✔️Exploring Virima's service dependency mapping tools To know more, read this #blog now=> https://lnkd.in/esxSbkxU

Visibility tells us what’s happening, but it doesn’t tell us if it’s acceptable. That’s the role of Service Level Management. Think of it as a contract between IT and its customers. Not a legal document, but a shared definition of “good enough.” Without that contract, IT may see green dashboards while the business sees red frustration. Service Level Management is the practice of setting clear goals for how services should perform, documenting those goals in agreements (SLAs), and regularly checking if they are met. Examples of what service levels look like: - 99.95% uptime for a core platform - a two-hour response for high-priority incidents - new user accounts provisioned within one business day SLM covers four essentials: 1️⃣Define what the service includes 2️⃣Set goals like speed, reliability, and support time 3️⃣Track performance against those goals 4️⃣Address gaps when things go wrong What makes Service Level Management effective is the conversation behind the numbers: Which targets matter most? What trade-offs are acceptable? How do we adapt as needs change? It isn’t just about fixing issues; it is about preventing them. By setting rules and measuring against them, Service Level Management creates shared expectations and builds trust. Without it, “good enough” is guesswork. #ITIL #ITSM #ServiceLevels #Reliability #mylesh_art

Use service dependency mapping tools to boost your #ITSM platform’s performance! These tools help your teams make better decisions, solve issues faster, and keep everything running smoothly. Key highlights from our guide are: ✔️Understanding #servicedependencymapping ✔️Benefits of service #dependencymapping tools ✔️Steps to implement service dependency mapping tools ✔️Exploring Virima's service dependency mapping tools To know more, read this #blog now=> https://lnkd.in/e5j6QF-H

🚀 𝐓𝐫𝐚𝐧𝐬𝐟𝐨𝐫𝐦𝐢𝐧𝐠 𝐈𝐓 𝐒𝐮𝐩𝐩𝐨𝐫𝐭 𝐎𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐬 Enterprises today face increasing complexity in IT management — multiple tools, rising compliance demands, and the need for faster remediation. In this video, we showcase how organizations can: ✅ Consolidate Tools – Simplify IT landscapes with a unified approach. ✅ Achieve ISO/SOC Audit Readiness – Build confidence in compliance and governance. ✅ Automate Remediation – Resolve issues at scale with speed and accuracy. 🎥 Watch the full video here: https://lnkd.in/dis-EGK8 📝 Explore more insights on our blog: https://lnkd.in/dwDBSXFN This is more than just efficiency — it’s about enabling resilience, compliance, and long-term digital transformation. #ITSupport #Automation #AuditReadiness #DigitalTransformation #ITLeadership