In IT, we love to measure and report. We just can’t help ourselves. But in our efforts to track every statistic possible, we often lose focus. So let's change that. Let's start asking questions like... Who will use the metrics? Why do we need them? Are we setting the right performance goals to reinforce the goals of our business–or could we even be working against them? People often say "what gets measured gets improved," but they rarely say what, exactly, should be measured. With the recent developments in the reporting capabilities of IT help desk software, hundreds of KPIs and help desk metrics can be measured and monitored. But that doesn't mean you should measure them all. Only the KPIs and metrics that are critical to your IT help desk need to be measured to improve service delivery. We'll look very practical guidelines for measuring and reporting on IT performance, and for setting the right goals from the start.

1. Reporting &
metrics
Maksym Negoda | It Business School | Reporting & metrics

2. About me
● Certified ScrumMaster.
● Program manager at MIRS Corporation. Work with
the e-commerce projects program and integrates
strategically the initiatives aimed at changes in
the organization.
● In IT 7 years, 6 of which are dedicated to project
management.
● Started career from the position of QA-engineer.
During this time was in the role of PM in
Outsource, Outstaff, Marketing agency, Product
companies.
● Worked with both as domestic and foreign
customers (USA, Australia, Israel, Great Britain).
● Formed a list of risks in the outsource
development company's and the policy of
working with these risks.
Maksym Negoda | It Business School | Reporting & metrics

3. Reporting
Maksym Negoda | It Business School | Reporting & metrics

4. To whom to
reporting?
Maksym Negoda | It Business School | Reporting & metrics
Product Owner
Auditor
User
Executive
Production
Support
Team member

5. Why do we need
reporting?
Maksym Negoda | It Business School | Reporting & metrics

6. Periodicity
Maksym Negoda | It Business School | Reporting & metrics

7. Maksym Negoda | It Business School | Reporting & metrics
Periodicity

8. Maksym Negoda | It Business School | Reporting & metrics
Periodicity

9. Maksym Negoda | It Business School | Reporting & metrics
Periodicity

10. Metrics
Maksym Negoda | It Business School | Reporting & metrics

11. KPI
Key indicators Weight KPI Aim Fact Index KPI
KPI 1 0.5 20% 22% 0.550
KPI 2 0.25 20% 17% 0.212
KPI 3 0.25 20% 30% 0.371
Coefficient of effectiveness 1.137
113.70%
Maksym Negoda | It Business School | Reporting & metrics

12. Metrics
Maksym Negoda | It Business School | Reporting & metrics

13. KPI vs Metrics
Maksym Negoda | It Business School | Reporting & metrics

14. Metric Properties
Contextual
Maksym Negoda | It Business School | Reporting & metrics

15. Metric Properties
Contextual
Complex
Maksym Negoda | It Business School | Reporting & metrics

16. Metric Properties
Contextual
Complex
Appropriate
Maksym Negoda | It Business School | Reporting & metrics

17. Who collects the
metrics?
Maksym Negoda | It Business School | Reporting & metrics

18. Tools for measuring metrics in Agile
Maksym Negoda | It Business School | Reporting & metrics

19. Burndown Chart

20. Velocity Chart
Maksym Negoda | It Business School | Reporting & metrics

21. Cumulative Flow Diagram
Maksym Negoda | It Business School | Reporting & metrics

22. Earned Value Chart
Maksym Negoda | It Business School | Reporting & metrics

23. Test Coverage Chart
Maksym Negoda | It Business School | Reporting & metrics

24. Defect Resolution Efficiency Maksym Negoda | It Business School | Reporting & metrics

25. Kanban metrics Maksym Negoda | It Business School | Reporting & metrics
● Cycle time
● Lead time
● Wasted time
● Effectiveness
● Throughput
● Backlog size
● Remaining to be done

26. JIRA’s features Maksym Negoda | It Business School | Reporting & metrics
● Burndown chart
● Burnup chart
● Sprint report
● Cumulative flow diagram
● Velocity chart
● Version report

27. Metrics for
stakeholders
Maksym Negoda | It Business School | Reporting & metrics

28. Earned Value Management
Maksym Negoda | It Business School | Reporting & metrics

29. Earned Value management
Maksym Negoda | It Business School | Reporting & metrics

30. Earned Value
Management
Total Scope
PV
EV
AC
● PV - Planned Value
● EV - Earned Value
● AC - Actual Cost
Maksym Negoda | It Business School | Reporting & metrics

31. 5 5
8 12 51 35 44 40
56 31
- 27
- 32
- 22
- 12
- 8 - 21
Earned Value Management Maksym Negoda | It Business School | Reporting & metrics

32. Earned Value
Management
SV = EV - PV
Schedule Performance Index
Schedule Status
SV = EV / PV
Schedule Variance
Maksym Negoda | It Business School | Reporting & metrics

33. Earned Value
Management
CV = EV - AC
Cost Performance Index
Budget Status
CPI = EV / AC
Cost Variance
Maksym Negoda | It Business School | Reporting & metrics

34. Earned Value Chart
Maksym Negoda | It Business School | Reporting & metrics

35. PDCA
Maksym Negoda | It Business School | Reporting & metrics

36. PDCA
Maksym Negoda | It Business School | Reporting & metrics

37. Thank you for attention!
Maksym Negoda | It Business School | Reporting & metrics