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How Judson ISD Implemented and Tracks IT Metrics & Key Performance Indicators
How Judson ISD Implemented and Tracks IT Metrics & Key Performance Indicators
How Judson ISD Implemented and Tracks IT Metrics & Key Performance Indicators
How Judson ISD Implemented and Tracks IT Metrics & Key Performance Indicators
How Judson ISD Implemented and Tracks IT Metrics & Key Performance Indicators
How Judson ISD Implemented and Tracks IT Metrics & Key Performance Indicators
How Judson ISD Implemented and Tracks IT Metrics & Key Performance Indicators
How Judson ISD Implemented and Tracks IT Metrics & Key Performance Indicators
How Judson ISD Implemented and Tracks IT Metrics & Key Performance Indicators
How Judson ISD Implemented and Tracks IT Metrics & Key Performance Indicators
How Judson ISD Implemented and Tracks IT Metrics & Key Performance Indicators
How Judson ISD Implemented and Tracks IT Metrics & Key Performance Indicators
How Judson ISD Implemented and Tracks IT Metrics & Key Performance Indicators
How Judson ISD Implemented and Tracks IT Metrics & Key Performance Indicators
How Judson ISD Implemented and Tracks IT Metrics & Key Performance Indicators
How Judson ISD Implemented and Tracks IT Metrics & Key Performance Indicators
How Judson ISD Implemented and Tracks IT Metrics & Key Performance Indicators
How Judson ISD Implemented and Tracks IT Metrics & Key Performance Indicators
How Judson ISD Implemented and Tracks IT Metrics & Key Performance Indicators
How Judson ISD Implemented and Tracks IT Metrics & Key Performance Indicators
How Judson ISD Implemented and Tracks IT Metrics & Key Performance Indicators
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How Judson ISD Implemented and Tracks IT Metrics & Key Performance Indicators

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This presentation looks at the challenges around all the information technology staff sift through daily (or don’t as the case may be.) Judson ISD wanted to better track what it was doing and how it …

This presentation looks at the challenges around all the information technology staff sift through daily (or don’t as the case may be.) Judson ISD wanted to better track what it was doing and how it was doing, so we developed a web application KPI Dashboard to help our staff and customers see how our services and our staff are performing.

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  • 1. How Judson ISD Implementedand Tracks IT Metrics & KeyPerformance IndicatorsTexas K-12 CTO Clinic, Austin TXJune 19th & 20th, 2013Steve YoungCTO, Judson ISD
  • 2. Key Definitions Metric Definition: a standard ofmeasurementExamples Bandwidth available Bandwidth utilized IT cost per student Key Performance Indicator (KPI) Definition: A set of quantifiable measures that a company orindustry uses to gauge or compare performance in terms ofmeeting their strategic and operational goals. KPIs vary betweencompanies and industries, depending on their priorities orperformance criteria. Also referred to as "key success indicators(KSI)". KPIs may be different in every organization – and organizationalKPIs may be different than department KPIs
  • 3. Issues at JISD (and many IT departments)• Many IT staff were not aware of data around areas theysupported• If asked, they could not always elaborate on how theirarea looked• This means they often could not identify, trends, issues, orproblems• Sometimes data in someone’s silo is useful to otherpersonnel• Need for increased focus on interacting with users andmeasuring the quality of this service• Primarily centered on our help desk
  • 4. ExamplesBefore KPI….Q: How many guests are we seeing on the wireless networksat the high schools?A: I don’t know – we can’t identify this easilyQ: What is the trend in our help desk tickets and our abilityto service help desk tickets?A: There are a lot open……
  • 5. Goals Create an easy to understand visualrepresentation of metrics and KPIs Make it very simple for staff to updatedata from their silos Integrate/automate data analysis froma few key systems Share this data publicly to let staff (IT & others) know thisis important and to help drive data understanding andimprovement Not to make IT staff mini data clerks and not to turn theminto data analysts Help spark an interest in the data and start conversationsabout it
  • 6. What We Did We developed a ColdFusion web application that allowsemployees to quickly enter in metrics from their silo Data is displayed in a rotating slide format on web page Most data is historically displayed for identifying trends orpatterns IT staff can pull this up on their desktop at any time But the main way to increase visibility was to place therotating slide display on a large digital sign in a publicarea of our IT department Staff see it several times a day Customers see it when they visit Vendors and suppliers see it Key IT staff brainstormed metrics that were consideredfor tracking
  • 7. Example Screen
  • 8. Example Screen
  • 9. Customer Focus KPIsCurrent KPIs For CustomerFocus (from 1 to 5, 1 low)Target Data SourcePerson or AutoWhere to Check What are welooking for?ResponsiblePartiesStaff Courtesy &Professionalism4.50 (90%) Auto Help Desk StatsAppHappyCustomers,trendsTech StaffStaff Understanding ofProblem4.50 (90%) Auto Help Desk StatsAppHappyCustomers,trendsTech StaffCustomer Rating ofResponse Time4.50 (90%) Auto Help Desk StatsAppHappyCustomers,trendsTech StaffCustomer Rating ofTechnician Quality4.50 (90%) Auto Help Desk StatsAppHappyCustomers,trendsTech StaffCustomer OverallExperience4.50 (90%) Auto Help Desk StatsAppHappyCustomers,trendsTech Staff
  • 10. Current Process & System Effectiveness Metrics/KPIsCycle Time Avg for AllTickets (Weekly)24hoursAuto Eduphoria MySQL Shortest cycle time possible Tech Staff# Tickets Opened(Weekly)Dir Desktop Eduphoria MySQL Closed to be higher than open,trending up of open tickets /compare to cycle timeTech Staff# Tickets Closed(Weekly)Dir Desktop Eduphoria MySQL Closed to be higher than open,trending up of open tickets /compare to cycle timeTech StaffSMTP Server (Monthly)availability99% Auto Binary Canary API Uptime, service problems Sen Sys AdminMyJISD Portal (Monthly)Availability99% Auto Binary Canary API Uptime, service problems WebmasterCitrix (Monthly)Availability99% Auto Binary Canary API Uptime, service problems Dsk Svcs LeadDaily Peak BandwidthUsage, Daily Avg Peak<280 Sys Admin LightSpeed Available bandwidth, peaks Dir Network# of Unplanned NetworkOutages Per Week# Help Desk Log issues in TechPriv WikiRecurring & Preventable Issues Dir Network# of UnplannedApp/Server Outages PerWeek# Help Desk Log issues in TechPriv WikiRecurring & Preventable Issues Dir Network
  • 11. Current Process & System Effectiveness Metrics/KPIsAll Scheduled BackupsRun Successfully in(WEEKLY)100% Net Admin HP DataProtect/Unitrends100% Success DirNetwork% Of Systems with latestA/V Signatures50% Dsk Svcs Lead Sunbelt VIPREConsoleToo low means machinesunprotectedDirDesktop# Infected Computers(WEEKLY)# Dsk Svcs Lead Sunbelt VIPREConsoleTrends indicating infectionissuesDirDesktopSSRPM WeeklyEfficiency (SSRPMResets / ( SSRPM resets+ help desk resets) ) X100100 ishigh -Target75% (.75)– convertto PercentNet Admin SSRPM self-resetreport andEduphoria ticketsfor AD passwordresetsWe want user being able toreset their own passwords– 75% indicates they aredoing so. This means lessdown time and help deskcalls.DirDesktop,Tech StaffPEIMS Data Score %Student Data Correct(Certify) (Nightly)95% Dir Data Svcs Email / Certica Site Low #’s indicate data clerkerrorsPEIMSStaffPEIMS Discipline %Correct (Certify) (Nightly)90% Dir Data Svcs Email / Certica Site Low #’s Could IndicateData Clerk Errors or APerrorsCampusAdmins% Cameras SecurityCameras Operational(Daily)100% Spec Sys Admin VideoInsightSoftwareHigh % up – spot issueswith systems or DVRsDirNetworkJudson ISD ConnectApplication InstallsProgrammer Conduit Mobile Increased app installs Dev SvcsTeam
  • 12. % of Traditional CampusesMaking >1 Outreach Call PerMonthCTO Blackboard Connect Campus to home communicationby all traditional campusesPrincipals/Asst Supt% Of Students Being Trackedin Parent CenterAuto SQL Cluster /ParentCenterIncreased access through the yearPrincipals/Asst Supt# Guests per SSID level(weekly)Engineer Cisco Prime To measure BYOD adoption – lookfor increasing – low may indicatetechnical or admin problemDir Network/ Principals# Web Site Visits Webmaster Google Analyt API Look at traffic volume and howservers are handlingWebmaster# Intranet Visits Webmaster Google Analyt API Look at traffic volume and howservers are handling. Looking toincrease visits by staff month overmonthWebmastereForms Campus Forms Usage& SavingsAuto Eduphoria MySQL Look to see campuses lagging inadoption. Looking for 4 digit formusage per month and for largesavings $$AppCoordinator,PrincipalsDept sponsored eForms FormsUsage & SavingsAuto Eduphoria MySQL Looking for >1000 forms a monthand for large savings $$AppCoordinator,PrincipalsSPAM Percentage (weekly) Sys Admin Lightspeed Looking to gauge Spam load onserversSys AdminIncoming email (WEEKLY) Sen Sys Admin Exchange Should see normal load week toweek. Drop may indicate systemor config issueSen SysAdminCurrent Process & System Effectiveness Metrics/KPIs
  • 13. Demohttp://www.judsonisd.org/apps/kpi/index.cfm
  • 14. Impact So Far• There is more awareness aboutdata• Staff can better verbalize theirnumbers• There is more cross function awareness• Increased focus on customer service• There has been a small increase in this number through the year• Worst ratings are on cycle time• Good discussions have occurred in front of our “watercooler” KPI sign• Shows customers we care about data about hopefullyshows we care about them
  • 15. Possible Future Changes• More automated data pulls• More district strategic KPIs• Ability for other departments to track and monitormetrics important to them• GUI front end for setting up new metrics
  • 16. Help Desk Phone Calls # Successful Help Desk % Calls FailedJudson ISD Connect Application Page ViewsSQL Cluster (TIME FRAME) AvailabilityAnnual IT Staff Retention Rate eSchoolPlus (TIME FRAME) AvailabilityIT Cost Per Student (Annual) / Per Staff FinancePlus (TIME FRAME) Availability% of Campuses w/ >0 News & Events onInternetEduphoria! (TIME FRAME) AvailabilitySchoolworld website % by campus Phone System (TIME FRAME) AvailabilityMyJISD daily logins - student and teacher UMRA Student & Employee AD AccountAutomation %Lync Chat Volume % of Campus Uptime (just record down timeand calc) per campusLync Meeting VolumePossible Future Metrics/KPIs
  • 17. Other Data – External Benchmarks• Data to compare IT to other districts can be difficult toobtain• Often it is limited to older PEIMS data• Several Texas and Colorado districts participated in acomparative benchmarking program fromwww.Benchmark4Excellence.org• It is an annual offering with a deep set of data to help seehow your organization compares to peers.• Rather than internal metrics – this focuses on Benchmarksto compare your organization with others around key dataelements• Contact Rick Imig – 281-910-0113,Rick@Benchmark4Excellence.org
  • 18. How External Benchmarking Helps• The study let me know if an area is on target or way offthe mark compared to peers:• Studies key IT salaries• Studies staff allocation to key IT areas• Much of the data is normalized for cost of living and normalizedacross 25,000 students• The study also compares self assessments on howdistricts are making progress in key areas in curriculum,maintenance, transportation and other areas:• These are great discussion starters to share with other districtleaders.
  • 19. Discussion & Closing• Is this really useful?• How would you share this with customers?• Should or would they care?• How could this be made better?• What are some things that we should and can measure?• What would be awesome to measure?• How should this be shared with senior leadership?• Do they care about this data?• Contact: Steve Young• syoung@judsonisd.org

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