Your SlideShare is downloading. ×
0
Metrics	  that	  Ma+er:	  A	  Be+er	  Balanced	  Scorecard	  for	  IT	  
Common-­‐Sense	  Principles	  •    Business	  Mission	  •    Balanced	  Scorecard	  •    Cherry-­‐Picking	  Methodologies	...
What’s	  your	  mission?	  •    Revenue	  •    Profit	  Op<miza<on	  •    Customer	  Sa<sfac<on	  •    Quality	  •    Risk	...
Balanced	  Scorecard,	  a	  Bridge?	    •    Gain	  Support	    •    Bridge	  for	  Discussion	    •    Percep<on	  of	  I...
Cherry-­‐Picking	  –	  This	  is	  the	  ?me	  for	  it!	     •    Organiza<onal	  Knowledge	     •    Nomenclature	     •...
Know	  the	  company                      	  	  •  The	  ver<cal	  market	  space	  of	  your	  company	  will	  affect	   ...
Mission	  and	  IT	  Methodology,	  in-­‐depth…	   •      MOF	  V3,	  V4	   •      ITIL	  V2,	  V3	   •      Six	  Sigma	 ...
Use	  of	  Frameworks	  and	  Methodologies	             ITIL	            SOX	   Six	  Sigma	                             ...
Know	  the	  business	     99.95%	   ?	   4.79	     Availability	   Sigma	                                Proprietary	  an...
Know	  the	  audience	  What	  level	  are	  you	  repor<ng	  to?	  A	  business	  unit	  execu<ve	  wants	  to	  see	  so...
Availability	  of	  Data	                                   ACD	                                             Proprietary	 ...
Choosing	  your	  metrics	  •  How	  would	  your	  audience	  define	  your	     success?	  	  •  How	  do	  you	  track	 ...
Case	  Study	                      Proprietary	  and	  Confiden<al	  
Case	  study	  •  Large	  mul<-­‐na<onal	  corpora<on	  •  Mul<-­‐billion	  dollar	  annual	  IT	  business	  •  Large	  g...
Case	  study	             1.	  Suppor?ng	  Business	  Change	                       2.	  Ongoing	  Business	  Value	      ...
Upcoming SlideShare
Loading in...5
×

Metrics that Matter, A Better Balanced Scorecard for IT

1,807

Published on

Published in: Technology, Business
1 Comment
3 Likes
Statistics
Notes
  • Nice - Thank You!
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
No Downloads
Views
Total Views
1,807
On Slideshare
0
From Embeds
0
Number of Embeds
2
Actions
Shares
0
Downloads
57
Comments
1
Likes
3
Embeds 0
No embeds

No notes for slide

Transcript of "Metrics that Matter, A Better Balanced Scorecard for IT"

  1. 1. Metrics  that  Ma+er:  A  Be+er  Balanced  Scorecard  for  IT  
  2. 2. Common-­‐Sense  Principles  •  Business  Mission  •  Balanced  Scorecard  •  Cherry-­‐Picking  Methodologies  •  Know  the  Company  •  Availability  of  Data  •  Audience  •  Choosing  your  Metrics       Proprietary  and  Confiden<al  
  3. 3. What’s  your  mission?  •  Revenue  •  Profit  Op<miza<on  •  Customer  Sa<sfac<on  •  Quality  •  Risk  Reduc<on  •  Social  Impact  …  Star<ng  with  the  End  in  Mind   Proprietary  and  Confiden<al  
  4. 4. Balanced  Scorecard,  a  Bridge?   •  Gain  Support   •  Bridge  for  Discussion   •  Percep<on  of  IT   •  Nomenclature   •  Alignment   •  Top  10  Service  Approach   Proprietary  and  Confiden<al  
  5. 5. Cherry-­‐Picking  –  This  is  the  ?me  for  it!   •  Organiza<onal  Knowledge   •  Nomenclature   •  Maturity   •  Business  Benefits   •  Measurement  Needs   •  Alignment  with  Mission   Proprietary  and  Confiden<al  
  6. 6. Know  the  company    •  The  ver<cal  market  space  of  your  company  will  affect   what  is  important  and  even  relevant  in  repor<ng  •  Make  sure  you  have  buy  in  on  the  importance  of   what  you  are  repor<ng   In  business,  its  not  what  you  dont  know  that  kills  you.   Its  what  you  think  you  know  that  aint  so  that  will.   Analy6cs  is  just  a  be9er  way  to  run  things-­‐-­‐run  your   company  on  pa9ern  recogni6on  and  facts,  not  intui6on.     Howard  Anderson   Informa<onWeek   Proprietary  and  Confiden<al  
  7. 7. Mission  and  IT  Methodology,  in-­‐depth…   •  MOF  V3,  V4   •  ITIL  V2,  V3   •  Six  Sigma   •  Val-­‐IT   •  ISO  20000     Proprietary  and  Confiden<al  
  8. 8. Use  of  Frameworks  and  Methodologies   ITIL   SOX   Six  Sigma   Currently  using   HDI   KCS   Planning  to  use   ISO  9000   MOF   Have  used,  no  longer   LEAN   use   TQM   CMMI   Do  not  use,  do  not  plan   to  use   COBIT  ISO  20000   0%   20%   40%   60%   80%   100%   Source:  Informa<on  Week  Analy<cs/HDI  2011  State  of  the  IT  Service  Desk  Survey   Proprietary  and  Confiden<al  
  9. 9. Know  the  business   99.95%   ?   4.79   Availability   Sigma   Proprietary  and  Confiden<al  
  10. 10. Know  the  audience  What  level  are  you  repor<ng  to?  A  business  unit  execu<ve  wants  to  see  something  different  than  your  Service  Desk  Manager  does.     Proprietary  and  Confiden<al  
  11. 11. Availability  of  Data   ACD   Proprietary  and  Confiden<al  
  12. 12. Choosing  your  metrics  •  How  would  your  audience  define  your   success?    •  How  do  you  track  that?  •  Start  with  a  founda<on  of  single  &  simple   metrics  •  Grow  in  to  more  sophis<cated  calcula<ons   Proprietary  and  Confiden<al  
  13. 13. Case  Study   Proprietary  and  Confiden<al  
  14. 14. Case  study  •  Large  mul<-­‐na<onal  corpora<on  •  Mul<-­‐billion  dollar  annual  IT  business  •  Large  government  engagement  •  Demonstrate  contractual  compliance  to   customer  •  Significant  depth  and  complexity  to   measurement   Proprietary  and  Confiden<al  
  15. 15. Case  study   1.  Suppor?ng  Business  Change   2.  Ongoing  Business  Value   •  Cri<cal  Project  Status   •  Effec<ve  IT  Planning  and  Budge<ng   •  Changes  Implemented  Successfully   •  Openness  and  candour  in  repor<ng   •  Business  Sa<sfac<on  with  Solu<ons   •  Proven  and  purposeful  innova<on   •  Sa<sfac<on  with  strategy,  planning   driving  increases  in  value   and  innova<on   3.  Partnering  for  Outcomes   4.  Sustainable  Business   •  Partnering  framework  effec<veness   •  Opera<onal  performance  exceeds   •  Risk,  integrity  and  security  compliance   acceptable  standards   •  Collabora<ve  service  management   •  Uninterrupted  business  opera<ons   behaviour   •  High  quality  service  to  End  Users   •  Well  performing  systems   Proprietary  and  Confiden<al  
  1. A particular slide catching your eye?

    Clipping is a handy way to collect important slides you want to go back to later.

×