HDI Capital Area Meeting April 2016 with HDI updates and Edward Gray presentation on Measuring Success and Introduction to Metrics

1. Welcome!
HDI Capital Area Local Chapter
April 22, 2016

2. Updates from HDI Corporate and
HDI Capital Area Local Chapter

3. HDI Membership:
Now More Connected Than Ever
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• And much more
Only at the new HDIConnect!
Connect.ThinkHDI.com

4. What’s Hot at HDI
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peers to share thoughts, discuss challenges, learn the latest best practices, and more. Best of all,
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– April 12, 1:00 p.m. – 3:30 p.m. EST at HDI 2016 Conference & Expo
– May 17, 12:00 p.m. – 1:30 p.m. EST, Virtual Event
– Register today at www.ThinkHDI.com/Roundtables
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6. Thank You HDI CA 2016 Sponsors!!

7. Today’s Agenda
Agenda
12:00 Noon to 12:30 PM – Lunch and Networking
12:30 PM to 1:50 PM – Program
1:50 PM to 2:00 PM – Survey, Prize Drawing
2:00 PM – Meeting Ends

8. Today’s Speaker
Measuring Success: An Introduction to Metrics!
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Edward Gray, UMW

9. Measuring Success:
An Introduction to
Metrics
Edward Gray
Systems Integration and Support Specialist
University of Mary Washington

10. About Me
´ Systems Integration and Support Specialist
´ 16 years at UMW
´ MS in MIS
´ Certifications
´ CompTIA: A+, Network+, i-Net+
´ HDI: KCS, SCTL, DSM, SCM
´ ITIL: Foundations, Service Strategy
´ Community Manager, itSMF USA Higher Ed SIG
´ More on my website, www.edwardgray.com
10

11. Agenda
´ Terminology
´ Defining
´ Selecting
´ Cataloging
11

12. ´ What is not defined, cannot be controlled.
´ What is not controlled, cannot be measured.
´ What is not measured, cannot be improved.
´ What cannot be improved cannot, continue to provide
value.
12

13. Terminology13

14. Terminology
´ Measure, Metric, Baseline
´ Lagging/Leading
´ Polarity
´ Metric Types
´ KPI Kinds
´ KPI Categories
14

15. Measure, Metric, Baseline
´ Measure
´ Quantifiable expression of performance collected during the
execution of activities
´ Metric
´ Specific measurement or calculation associated with
performance
´ Applied as references for assessing variance as compared to
a defined target
´ May reflect Key Performance Indicators (KPIs)
´ Baseline
´ Known state or performance level that is used as a reference
for subsequent measurements
´ Set of well characterized and understood measurements
including all the phases of a process and the results
15

16. Lagging/Leading
´ Lagging (Trailing)
´ Measures focusing on results at the end of a time period,
normally characterizing historical performance
´ Historical – How did we perform?
´ Examples: Total Customer Contacts, Total Incidents, Customer
Satisfaction
´ Leading
´ Measures that drive or lead to the performance of lag
measures, normally measuring intermediate processes and
activities
´ Predictive – How are we likely to perform?
´ Examples: Average Speed of Answer, Average Handle Time,
First Call Resolution
16

17. Polarity
´ Whether a desired/target value is high or low on a
scale
´ Some metrics (such as Average Speed of Answer) are
usually better when the value is lower – 30 seconds
compared to 120 seconds.
´ Other metrics (such as First Call Resolution) are
generally better when the value is higher.
´ May require dual polarity: too low is bad, too high is
bad, searching for the “sweet spot”; example is
resource utilization
17

18. Metric Types
´ Technology Metrics
´ Component and application metrics
´ Crucial for effective and efficient service delivery
´ Little interest to customers
´ Process Metrics
´ Overall health of a process
´ Indicates how well individual processes are performing
´ Service Metrics
´ End-to-end service performance
´ Customer’s view of a service
18

19. KPI Kinds
´ Quantitative
´ “Hard”
´ Data, numbers
´ Such as financial, operational, ratios
´ Qualitative
´ “Soft”
´ Intangibles, subjective
´ Such as comments, perceptions
19

20. KPI Categories
´ Compliance
´ Are we doing it?
´ Quality
´ How well are we doing it?
´ Performance
´ How fast or slow are we doing it?
´ Value
´ Is what we are doing making a difference?
20

21. Defining21

22. Define Your Metrics
´ Measure name
´ Description
´ Lag/Lead
´ Unit Type
´ Polarity
´ Formula/Query
´ Data Source
22

23. Selecting23

24. Metrics Tree
Vision
Mission
Goals
Objectives
Critical Success
Factors
Key
Performance
Indicators
Metrics
Measurements
Guidance and Direction (input)
Feedback/Responses (output)
Strategic
High level,
business-focused
Tactical
Detailed statements addressing
requirements for success
Operational
Provides proof of
execution
24

25. Balanced Scorecard
´ Financial: Corporate Contribution
´ Customer: Customer (user) Orientation
´ Internal/Employee: Operational Excellence
´ Learning and Growth: Future Orientation
´ Should contain a mix of lagging and leading indicators
´ Should have a mix of Categories (compliance, quality,
performance, value)
25

26. Reporting
´ Target audience
´ Internal operations
´ Management
´ Executive leadership
´ Regulatory oversight
´ Formats
´ Text
´ Tabular/spread sheets
´ Charts and graphs
26

27. Cataloging27

28. Metrics Catalog
´ Scorecard Goal
´ Measure name
´ Category
´ Type
´ Owner
´ Strategy
´ Objective
´ Description
´ Lag/Lead
´ Frequency
´ Unit Type
´ Polarity
´ Formula/Query
´ Data Source
´ Data Quality
´ Data Collector
´ Baseline
´ Target
´ Target Rationale
´ Initiatives
28

29. Questions?29

30. 30

31. Resources
´ The Definitive Guide to IT Service Metrics
´ ISBN: 978-1-84928-405-9
´ ITIL Continual Service Improvement
´ ISBN: 978-0-11-331308-2
´ ITIL Practitioner
´ ISBN: 978-0113314874
´ Ten Steps to ITSM Success
´ ISBN: 978-1-84928-456-1
´ A Reference Guide to the Balanced Scorecard Service
Model
´ HDI Metrics Guides
31

32. ´ There are many things we can measure in IT, but which
things should we measure? And which should we
report? This session will present an overview of what
metrics are, why we need them, and how we should
(and should not) use them. Learn the types of metrics,
how to define your metrics dictionary, and how to
select and develop the right metrics to tell your story.
´ Key Takeaways for Attendees
´ Better understanding of different kinds of metrics
´ Mechanism for cataloging metrics
´ Framework for selecting, developing, and reporting
metrics and KPIs
32