I have previously written several articles on metrics and key indicators (KPIs) for some IT Service Management processes. Here are the links to them in case you want to check them out.
How to define metrics for the Change Management process ( translation , original )
How to define metrics for the Problem Management process ( translation , original )
How to define metrics for the Incident Management process ( translation , original )
It is very cool to have well thought-out key indicators (KPIs) individually for specific ITSM processes, but even then you can get a huge inconvenient report from which not everyone can benefit.
Any report should be useful for all its consumers and everything in the report should be focused on consumers. Somehow you need to create reports that are equally useful for different consumers, but they all need to distinguish theirs from the entire array of data that you collect. I prefer to use a balanced scorecard for this.
What is a balanced scorecard?
Balanced Scorecard is a way to think about metrics that help you focus on strategic goals. The Balanced Scorecard defines four projections and each report should include metrics distributed between them.
Finance - metrics to understand how your company's resources are being used
Customers - metrics that allow you to understand how satisfied the needs of customers and how much customers are satisfied with them
Internal business processes are metrics that allow you to understand the effectiveness and rationality of internal processes and whether they achieve the goals they require.
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Can you exclude a few existing metrics and KPIs that are used only for process managers from reports to avoid overloading the reports for service customers with information about internal IT life?