Metrics that Matter, A Better Balanced Scorecard for IT
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Metrics that Matter, A Better Balanced Scorecard for IT

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    Metrics that Matter, A Better Balanced Scorecard for IT Metrics that Matter, A Better Balanced Scorecard for IT Presentation Transcript

    • Metrics  that  Ma+er:  A  Be+er  Balanced  Scorecard  for  IT  
    • Common-­‐Sense  Principles  •  Business  Mission  •  Balanced  Scorecard  •  Cherry-­‐Picking  Methodologies  •  Know  the  Company  •  Availability  of  Data  •  Audience  •  Choosing  your  Metrics       Proprietary  and  Confiden<al  
    • 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  
    • Balanced  Scorecard,  a  Bridge?   •  Gain  Support   •  Bridge  for  Discussion   •  Percep<on  of  IT   •  Nomenclature   •  Alignment   •  Top  10  Service  Approach   Proprietary  and  Confiden<al  
    • Cherry-­‐Picking  –  This  is  the  ?me  for  it!   •  Organiza<onal  Knowledge   •  Nomenclature   •  Maturity   •  Business  Benefits   •  Measurement  Needs   •  Alignment  with  Mission   Proprietary  and  Confiden<al  
    • 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  
    • Mission  and  IT  Methodology,  in-­‐depth…   •  MOF  V3,  V4   •  ITIL  V2,  V3   •  Six  Sigma   •  Val-­‐IT   •  ISO  20000     Proprietary  and  Confiden<al  
    • 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  
    • Know  the  business   99.95%   ?   4.79   Availability   Sigma   Proprietary  and  Confiden<al  
    • 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  
    • Availability  of  Data   ACD   Proprietary  and  Confiden<al  
    • 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  
    • Case  Study   Proprietary  and  Confiden<al  
    • 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  
    • 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