Metrics and the Service Lifecycle - ITSM Academy Webinar


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From ITSM Academy's January 2008 Webinar

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Metrics and the Service Lifecycle - ITSM Academy Webinar

  1. 1. Metrics and the Service Lifecycle © ITSM Academy
  2. 2. 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
  3. 3. 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
  4. 4. 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
  5. 5. 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
  6. 6. 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
  7. 7. 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
  8. 8. 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
  9. 9. 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
  10. 10. 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
  11. 11. 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
  12. 12. 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
  13. 13. 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
  14. 14. Want to Learn More? a t ea oe Now available ITIL® V3 core and complementary books ( ITIL® V3 Foundation ITIL® Foundation Bridge Coming soon ITIL® V3 Service Manager Bridge ITIL® V3 Capability and Lifecycle 14 © ITSM Academy
  15. 15. ITIL® V3 Ce t cat o Sc e e 3 Certification Scheme 15 © ITSM Academy
  16. 16. ITSM Academy, Inc. S cade y, c 16 © ITSM Academy