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3 June 2016
Brasserie Horta


KPI's Are Your Best Friends

Do you understand what a KPI is? Do you use them to create Great or at least Good services? Do your KPIs really matter to the customer of the service? Do you find KPIs hard to introduce or manage?

This is the worst example of a KPI I have ever seen:


It was supposed to show how productive a developer was but of course this fell apart in the face of agile coding.  More importantly, no developer understood how they could use this measurement to improve their performance.

IT folks love to measure.  We have tools to monitor and measure almost anything.  We are told that if you cannot measure then you cannot manage.  The issue is: are we measuring what matters?

When creating KPIs these questions should be answered:

  • Why is this a Key Indicator of Performance and not just a metric?
  • If we have this key indicator of performance, will it help us steer towards improvement?
  • If we did not have this indicator of performance, would it matter?
  • Does everyone understand the indicator of performance and their role to making it happen?
  • Does everyone understand why this indicator of performance is key?

In this session we will explore:

  • What is a KPI
  • How do you align IT KPIs to Business objectives at the CIO level using no more than 5 KPIs?
  • How do you cascade those 5 down to the lowest level in IT and even to vendors?
  • How do you create a dashboard of control?
  • How do you ensure that your KPIs are still Key?


Welcome + drink
Start event



KPI's Are Your Best Friends

3 June 2016
Brasserie Horta

Rue des Sables 20
1000 Bruxelles