ITSM Scorecard Template with Multilevel Ratings

What is in this template

This is a ready-to-use working template for an IT Service Management Scorecard. It includes 34 example metrics across key ITIL functions such as Service Availability, Incident, Problem and Change Management, Employee Engagement and Customer Satisfaction.

You can easily swap these with other KPIs of your interest, or add more by duplicating rows.

What's unique about this template

It rates and colour-codes monthly performance on a 5 tier rating system that should align with most organisation's 5 tier performance measurement standard: Unsatisfactory, Developing, Meets Expectations, Exceeds Expectations and Exceptional. By setting 5 threshold levels, you can easily align this with annual performance reviews at team and individual levels.

The right-most column provides a total rating for each ITIL function block, and the top-right of the scorecard has a summary rating. Very useful if you want a single rating for the entire team, division or individual whose data is being captured by the scorecard.

How to use this template

• Customise the KPI statements and thresholds to use.
• Measure your KPI on a monthly basis and enter the values under the month's column.
• Enable macros on this spreadsheet to allow the colour coding to work.
• You can customise the colours used through Conditional Formatting.

Note on the macro

This is a macro-enabled spreadsheet. The purpose of the macro function is to convert thresholds like "<=10" into actual mathematical operations. It applies this threshold rule on the data you enter each month, and then outputs the appropriate colour code to use.

Need more help?

After you purchase this, you can book in a free 60 minute consultation with me to walk you through this template and help you set it up for your use case.

If you need further clarification before you purchase this, feel free to book in a quick coffee catch-up and I'll show you how the template works!