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