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Cloudy with a Chance of Metrics - Meausre Cloud Computing

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Do you have your cloudometer ready? How will you know if Cloud Computing is delivering what it is supposed to? Do you know what metrics your business or organization values? Do you know how many ...

Do you have your cloudometer ready? How will you know if Cloud Computing is delivering what it is supposed to? Do you know what metrics your business or organization values? Do you know how many metrics are the right number to govern this emerging service? In this presentation, Jason drills into how IT Service Management best practices highlight the need for continual service improvement. We will discuss the importance of and techniques for defining, measuring, controlling and managing Cloud Computing services using ITSM best practices to ensure a successful balance between the customer experience, cost and effectiveness.

Jason Rosenfeld is the IT Service Management Practice Lead at Cask Technologies. He is an expert hands-on advisor specializing in Agile Service Management, IT Governance, Tool Procurement, Operational Maturity Assessments, Outsourcing Valuation, and IT Analytics.

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Cloudy with a Chance of Metrics - Meausre Cloud Computing Presentation Transcript

  • 1. Cloudy with a Chance of Metrics: Measure Cloud Computing Jason Rosenfeld, ITSM Practice Lead www.casktechnologies.com
  • 2. Intellectual Property Statement 2 » Cask Technologies LLC’s presentation contains information and data which are privileged, confidential, and/or proprietary to Cask Technologies, LLC. No license or right of any kind whatsoever is granted to any third party to use the information contained herein unless a written agreement exists to do so between Cask Technologies, LLC and the third party. © 2010 - Cask Technologies | Strategy. Solutions. Success.
  • 3. Agenda 3 » Introductions » Cloud with or without Measures?  IT Service Management and the Cloud  Cloud and Continual Service Improvement » How to Start Cloud Measurement  Service Assessment  What Metrics Matter?  Scenario » Summary » Questions and Answers © 2010 - Cask Technologies | Strategy. Solutions. Success.
  • 4. Introductions 4 Jason Rosenfeld Cask Technologies IT Service Management Practice Lead Business and Technology Management Services jason.rosenfeld@casktechnologies.com www.casktechnologies.com twitter: @caskitsm 866.535.8915 » Currently developing ITSM processes for » Cask helps leaders make technology large government client investments, secure them, and deliver » ITIL®v2, ITIL®v3, ISO/IEC 20000 certified measurable value » Membership Chair - itSMF San Diego LIG » Carnegie Mellon Cloud Service Measurement Index Consortium member » Academic Committee member - itSMF USA » Present and Past Clients Include: » Previously developed ITSM processes,  US Marine Corps metrics and KPIs for HP customers:  Harvard University  US Navy  US Department of Agriculture  American Airlines  Harley Davidson Financial  Travelocity  WebMD © 2010 - Cask Technologies | Strategy. Solutions. Success.
  • 5. Cloud with or without Measures? 5 » Without Measures: Without With  Lose control of services Measures Measures  Complete faith put in vendor  No way of knowing what to improve  Security concerns » With Measures:  Hold vendor accountable  Increased control of services  Forecast future performance  Improve Service Quality  Minimize Cost  Identify Risk © 2010 - Cask Technologies | Strategy. Solutions. Success.
  • 6. IT Service Management and the Cloud 6 » Is there a fit?  Does Cloud Computing deliver value to customers? Vote  Does Cloud Computing facilitate outcomes customers want to achieve without ownership of specific costs or risks? Vote »Service Strategy »Service Design Service Design Service »Service Transition _Transition »Service Operation Service Strategy »Continual Service Improvement Service Operation © 2010 - Cask Technologies | Strategy. Solutions. Success.
  • 7. Cloud and Continual Service Improvement 7 • Information and • Organization Knowledge • Vision • Audit outputs and • What measures Validation • Corrective improvement Act Plan Check Do • Gather data • Feasibility study • Process data • Evaluate alternatives • Analyze data • Define what can be measured © 2010 - Cask Technologies | Strategy. Solutions. Success.
  • 8. How to Start Cloud Measurement 8 1. Talk to your customers Procurement and Post-Implementation 2. Perform service assessment on Checklist what matters most to your customers and organization Does the cloud computing solution map to my 3. Develop CSFs and KPIs to organizations vision? (SS) measure during design What is the cost of cloud computing over time vs. 4. Relate measures to cost my current solution and other alternatives? (SS) 5. Set up Service Acceptance Are the security expectations of my organization Criteria being met? (SD) 6. Evaluate alternatives How quickly can the solution be changed / 7. Add service to portfolio and set SLAs improved / updated? (ST) 8. Measure post-implementation What type of responsiveness will I get from 9. Hold your cloud computing vendor support? (SO) vendor accountable Are issues resolved quickly? (SO) 10. Review metrics, CSFs and KPIs over time and adjust © 2010 - Cask Technologies | Strategy. Solutions. Success.
  • 9. Service Assessment 9 » Should be non-biased » Include a feasibility Study » Categorize your customer needs » Use assessment to develop measures that matter most to your customer base » Compare and contrast existing service assessment with alternatives » Make an informed Sample Service Assessment decision prior to outlaying significant investment and change © 2010 - Cask Technologies | Strategy. Solutions. Success.
  • 10. What Metrics Matter? 10 Customer Cost Effectiveness • Satisfaction surveys • Infrastructure costs • Number of security • Response times by • Operations costs vulnerabilities vendor • Software costs • Time to respond and • Service availability • Cost of risk resolve issues • Ease of use ratings • Billed usage • Mean time between • Expectations vs. failures • Alternative costs Actual • High risk elements » This is a sample list only. Interview your customers and stakeholders to determine what is best for your organization » Determine the views of the metrics that matter most to perform analysis and make decisions © 2010 - Cask Technologies | Strategy. Solutions. Success.
  • 11. Scenario (Based on Actual Engagement) 11 » Your Role: VP of IT Services » Your Organization: Manage IT services at large bank » Situation: Looking to replace legacy CRM system » Bank agents use CRM to validate identity, provide account information to customers and process basic transactions » Legacy solution is expensive to maintain » SaaS vendors say they can provide better service at a lower cost © 2010 - Cask Technologies | Strategy. Solutions. Success.
  • 12. Scenario Approaches - Pick the BEST: 12 Approach Action Result A) Fastest Quickly view 2 SaaS online demos. Pick cheapest - public Solution cloud SaaS. B) Politically Have staff currently supporting legacy system assess effectiveness Stay with status quo. Correct of current solution and view demos of SaaS products. Approach They believe legacy solution, while more expensive to maintain, does the job. C) Analysis of Develop an analysis of alternatives assessment. Private cloud SaaS Alternatives solution. Continue to Include customer satisfaction, cost, effectiveness, measurement monitor/review the and analysis. Get proof of concepts (POC) for SaaS products and measures of the CRM provide measures similar to the external assessment. solution over time. Public cloud SaaS will not meet security expectations of the bank. D) Shiny Decide that measurement is not worth the time and you want Public cloud SaaS Object something new. Review 5-6 online demos of the solution . with neatest features. Approach © 2010 - Cask Technologies | Strategy. Solutions. Success.
  • 13. Summary 13 » Metrics needed for successful cloud initiative » Use ITSM framework and Continual Service Improvement to measure and manage cloud » Focus on customer when conducting assessment and determining metrics » Please email me at jason.rosenfeld@casktechnologies.com for a copy of the presentation Any Questions or Comments? © 2010 - Cask Technologies | Strategy. Solutions. Success.