Service Reporting

"There are three kinds of lies: lies, damned lies, and statistics."
The message of a data-set can be dramatically changed by careful exclusion. A chart with five years data can be used to present a process as being easy to control: adding nine months more of immediately prior older data might show that the five years good performance has only been achieved by iron control.
Remember that your managers are living with the reality: your peers are seeing the reports once a quarter (or even less often).I've known a senior executive who had been sent a report every month to respond: "this is a great new report, let's discuss when I'm next in your location."
Consider presenting different and more detailed charts to the team doing the work. That affirms to the team that the presenter has got their finger on the pulse. The team can also see any trends in the wrong direction: they don't need the meaning spelling out to them.
Be clear in your own mind what are three Critical Success Factors (CSF) you can accept accountability for, and be ruthless about ensuring that when it comes to your own annual review these are all good news.
For more information on how we can help you with improving IT service reporting, including carrying out an ad hoc review, please write to