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Metrics and the Service Lifecycle - ITSM Academy Webinar

Metrics and the Service Lifecycle - ITSM Academy Webinar



From ITSM Academy's January 2008 Webinar

From ITSM Academy's January 2008 Webinar



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    Metrics and the Service Lifecycle - ITSM Academy Webinar Metrics and the Service Lifecycle - ITSM Academy Webinar Presentation Transcript

    • Metrics and the Service Lifecycle © ITSM Academy
    • About ITSM Academy bout S cade y Accredited ITSM Education Provider ITIL® Foundation (V2 and V3) ITIL® Foundation Bridge Course g ITIL® Practitioner, Service Manager ISO/IEC 20000 certifications Practical workshops PMI Global Registered Education Provider Public Training Center in Fort Lauderdale, P bli T i i C t i F t L d d l FL Corporate on-site classes Over 11,000 learners trained since 2003 2007 - Awarded Federal Government Schedule Contract (GSA) allowing ITSM Academy to become a premier provider of ITSM education to the US Government 2 © ITSM Academy
    • Agenda ge da Designing meaningful metrics Using metrics to Underpin business goals and objectives Integrate your service management processes Continually improve your service management processes Understanding the metrics lifecycle 3 © ITSM Academy
    • Service Reporting Practices Se ce epo t g act ces Common practice Measure what you can Manually produce reports Focus on operational performance Best B t practice ti Implement a service reporting process Automate metrics monitoring and reporting Use metrics to measure What you should measure Service management capabilities Process interfaces 4 © ITSM Academy
    • What should you measure? Vision • Corporate vision, mission, goals and objectives • IT vision, mission, goals and objectives vision mission CSFs • Critical Success Factors • What must happen to achieve success KPIs • Key Performance Indicators • Key metrics used to manage performance Metrics • Measures used to manage performance 5 © ITSM Academy
    • Monitoring KPIs a d Metrics o to g s and et cs Changes b Type Ch by T Emergency changes linked to incidents Emergency changes linked to projects Standard (pre-approved) changes Normal changes 3000 2500 nges 2000 # of chan 1500 1000 500 0 Mar 05 Nov 05 May 05 Oct 05 Feb 05 Jan 06 Jul 05 Jan 05 Apr 05 Jun 05 Dec 05 Aug 05 Sep 05 6 © ITSM Academy
    • Designing Measurement Systems and M t i d Metrics Important metrics to collect include Business and IT metrics Service metrics Component metrics p Process metrics Progress Compliance Performance M hi h Measure things that matter and things that can change d hi h h 7 © ITSM Academy
    • The Process Maturity Framework e ocess atu ty a e o Institutionalized process – strategic objectives are Optimized aligned with business goals Well-defined process and process interfaces – Managed objectives and targets are based on business goals Defined Documented process – agreed objectives and targets Recognized process – no clear objectives or formal Repeatable targets No defined process – some procedures – few results Initial retained 8 © ITSM Academy
    • The Metrics Lifecycle – Initial e et cs ecyc e ta Few predictive activities are occurring Data collection activities are seen as taking too much time – little (if any) knowledge is captured ( y) g p Process ownership is unclear – accountability is low Objectives are unclear – few results are retained j Little information is available for continuous improvement – what information is available is received as criticism Costs are high (due to inefficiencies) and not fully understood Customer needs are ignored – satisfaction is low Publish standards, gather data, measure data accuracy 9 © ITSM Academy
    • The Metrics Lifecycle – Defined e et cs ecyc e e ed Trend analysis is occurring – activities are anticipated Data collection activities are recognized as valuable – knowledge is captured g p Process ownership is clearly defined – accountability is negotiated Objectives are understood – metrics are a motivator Information is made available for continuous improvement – received and recognized as valuable Costs are being managed and more fully understood Customer needs are recognized – satisfaction is increasing Measure process improvement 10 © ITSM Academy
    • The Metrics Lifecycle – Optimized e et cs ecyc e Opt ed Activities are predicted or prevented Data collection activities are automated where possible Process owners manage by exception – accountability is high Objectives are being met – continual improvement is a j g p way of life Information capture and dissemination is a way of life – reports are used to make all decisions Costs have been minimized and can be predicted Customer self-sufficiency is enhanced – satisfaction is high Measure process integration 11 © ITSM Academy
    • Measuring Process Integration g g Incident Management Problem Management nts Change Management # of Inciden Availability, Capacity, Security, Continuity Management Release Management I Process Maturity Are “expected” incidents occurring? Is incident duration increasing? decreasing? Is first line resolution % increasing? decreasing? 12 © ITSM Academy
    • Communicating Performance Co u cat g e o a ce Go for the Gold IT Presentations P t ti Dashboards D hb d Themes R Reports t Portals/Intranets Newsletters 13 © ITSM Academy
    • Want to Learn More? a t ea oe Now available ITIL® V3 core and complementary books (www.itsmbookstore.com) ITIL® V3 Foundation ITIL® Foundation Bridge Coming soon ITIL® V3 Service Manager Bridge ITIL® V3 Capability and Lifecycle 14 © ITSM Academy
    • ITIL® V3 Ce t cat o Sc e e 3 Certification Scheme 15 © ITSM Academy
    • ITSM Academy, Inc. S cade y, c 16 © ITSM Academy