Iwsm2014 gathering data on it maintenance work (jos de weerdt) public release
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Iwsm2014 gathering data on it maintenance work (jos de weerdt) public release
- 1. Gathering data on IT maintenance work Jos de Weerdt
- 2. About Ordina Turnover H1 2014: 185 Mio euro - 2.890 FTE IT Managed Services - Turnover H1 2014: 26,4 Mio euro - 200 FTE − Figures as published on August 26th 2014 2
- 3. Why bother to gather time spent data?
- 4. Why gather time spent data on IT maintenance work? Most Economically Advantageous Tenders − price tends to influence the outcome of a tender more than you realize. Executing contracts − less time spent in the ‘fixed part’ shows in the bottom line. 4
- 5. Some challenges to tackle...
- 6. The challenges we faced introducing the tooling Around 4.500 calls are logged monthly. General Servicemanagement Tool behavior. Officers find time spent recording a pain in the ***. 6
- 7. Our solution to these challenges…
- 8. This is the overview of our servicemanagement environment 8 Servicemanagement Tool Automated data gathering Officers adjust and verify ASTRID SAP Time spent scribbles Aggregated time spent data Officers process calls Officers confirm aggregate time spent
- 9. Some results of the automated data gathering process 22.000 time spent scribbles are collected per month. 75% of the scribbles contain less than 30 minutes of time spent. 9
- 10. % of total scribbles vs "amount of time in a scribble” 10 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 30 60 90 120 150 180 210 240 Time in a scribble (min)
- 11. Zooming in on “the first 30 minutes” does reveal more details… 11 80% 70% 60% 50% 40% 30% 20% 10% 0% 0 5 10 15 20 25 30 Time in a scribble (min)
- 12. Why we think our solution is a success…
- 13. Why we believe automation of data gathering is a success… 13 80% 70% 60% 50% 40% 30% 20% 10% 0% 1: Accuracy 0 5 10 15 20 25 30 Time in a scribble (min)
- 14. Why we believe automation of data gathering is a success 2: Timeliness 14 su mo tu we th fr sa
- 15. Can we sit back and relax…
- 16. Do future developments cause changes to our approach? Time spent recording doesn’t change Team velocity needs to be recorded 16 DevOps Agile / Scrum
- 17. About Jos de Weerdt 17 27 years in IT, the majority of which in IT maintenance organizations. Responsible for the Business Information Management team in the IT Managed Services division of Ordina
- 18. 18 www.ordina.nl
Editor's Notes
- MEAT is usually based on a figure which is the result of calculations where questions or subjects have a ‘weight’ and answers from suppliers get rated. Usually the ‘weight’ of the ‘financial’ paragraph is chosen so that less than 50% of the total attainable points can be gained by ‘offering the best / lowest price’. So we, and the other contesters start answering the questionnaire and put in our offerings. And then you find out that the way you devised your questionnaire resulted in a fairly similar score on the ‘non financial’ subjects. All contesters think they score a lot of A’s, even some A+’s and the occasional B+. We don’t want to exaggerate. But in this scenario, given equal quality: price turns out to be the only factor which makes you gain this tender. Being able to offer a winning price starts with a good and reliable estimation of the (labour) cost incurred for this contract. Spending 5% less time in the ‘fixed part’ of a contract is directly visible in the ‘bottom line’.performance of this contract.
- About 40% of the calls are logged manually. An Incident is closed because the issue, which generated it, has been resolved, but the officers needs to finalize the related administration and needs the time spent recorded on the incident at some time after the closure of the call Except when recording leads to overtime beneifts and standby remunerations