Developing Metrics for Better ITSM


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itSMF Egypt Second Annual Conference 02-10-2010

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Developing Metrics for Better ITSM

  1. 1. Developing Metricsforbetter itsm<br />Ahmed Al-Hadidi<br />1<br />
  2. 2. About Me<br />Master of International Business Administration (MIBA) – ESLSCA<br />Professional Certificate in Information Technology Management - AUC<br />B.Sc. in Electronics Engineering – Al-Mansoura University<br />ITIL V3 Foundation<br />PRINCE2 Foundation<br />Six Sigma Green Belt<br />EAITSM Member since 2009<br />
  3. 3. Agenda<br />Introduction<br />Why Measure?<br />Measurement Framework/Process/Lifecycle<br />Levels of Measurements<br />Balanced Scorecards<br />Tips and Challenges of Metrics<br />Conclusion<br />
  4. 4. Why Measure?<br />If You Can’t MEASURE it, You Can’t MANAGE it<br />If You Can’t MEASURE it, You Can’t IMPROVE it<br />If You Can’t MEASURE it, You Probably DON’T CARE About it<br />If You Can’t INFLUENCE it, You Don’t Need to MEASURE it<br />
  5. 5. ITSM CSI Approach<br />What is the vision?<br />High Level Business Objectives<br />Where are we now?<br />Assessments<br />Measurable Targets<br />Where do we want to be?<br />How do we keep the<br />Momentum going?<br />Process Improvement<br />How to we get there?<br />Measurements and Metrics<br />How do we know we have<br />arrived?<br />
  6. 6. Measurement Framework<br />
  7. 7. From Vision to Metrics<br />Vision and Mission<br />We will become the IT service provider of choice<br />Goals and Objectives<br />Our service will meet business defined SLAs<br />Critical Success Factors<br />Resolve Incidents Quickly<br />Key Performance Indicators<br />Reduction in time to respond to a call<br />Metric<br />Reduce Service Desk ATA during business hours<br />
  8. 8. Measurement Process<br />Define<br />Implement<br />Monitor<br />Analyze<br />
  9. 9. Measurement Lifecycle<br />Define what you should measure<br />Define what you can measure<br />Implement corrective action<br />Gather the data<br />Present and use the information<br />Process the data<br />Analyze the data<br />
  10. 10. Measurement Lifecycle and Six Sigma<br />A<br />D<br />M<br />C<br />I<br /><ul><li> Gather the data
  11. 11. Define what you should measure
  12. 12. Define what you can measure
  13. 13. Present and use the information
  14. 14. Implement corrective action
  15. 15. Process the data
  16. 16. Analyze the data</li></li></ul><li>Levels of Measurements<br />Business Measurement<br />IT<br />Scorecard<br />Service<br />Scorecard<br />Service<br />Dashboard<br />Service Measurement<br />Service Measure<br />Component Measurement<br />Component 1<br />Measure<br />Component 2<br />Measure<br />Component 3<br />Measure<br />
  17. 17. Dashboards<br />
  18. 18. Scorecards<br />
  19. 19. The Balanced Scorecard<br />Financial<br />Customer<br />Internal<br />Processes<br />Learning<br />and<br />Growth<br />
  20. 20. The “IT” Balanced Scorecard<br />Financial<br /><ul><li> Control IT Costs to the Business
  21. 21. Economy of IT Provision
  22. 22. IT Contracts Management</li></ul>Customer<br /><ul><li>Availability of IT Services
  23. 23. Quality of IT Services
  24. 24. Reliability of IT Infrastructure</li></ul>Vision<br />and<br />Strategy<br />Internal Processes<br /><ul><li> Service-Oriented Culture
  25. 25. Efficiency of IT Services Provision
  26. 26. Skilled and Experienced IT Staff
  27. 27. Support and Delivery Processes</li></ul>Learning and Growth<br /><ul><li> Knowledge Transfer
  28. 28. Introducing New Technology</li></li></ul><li>The “Service Desk” Balanced Scorecard<br />Financial<br /><ul><li> Control Service Desk Costs
  29. 29. Economy of Service Desk
  30. 30. Value of Service Desk</li></ul>Customer<br /><ul><li>Availability of Service Desk
  31. 31. Quality of Service Desk
  32. 32. Reliability of Service Desk</li></ul>Vision<br />and<br />Strategy<br />Internal Processes<br /><ul><li>Service-Oriented Culture
  33. 33. Skilled and Experienced IT Staff
  34. 34. Meeting SLA</li></ul>Learning and Growth<br /><ul><li>Knowledge Base
  35. 35. Introducing New Technology</li></li></ul><li>Metrics Should Be<br />
  36. 36. Creating Metrics that Matter<br /><ul><li>Align with Vital Business Functions
  37. 37. Use Metrics as Indicators
  38. 38. Keep it Simple
  39. 39. A Few Good Metrics
  40. 40. Good Enough is Perfect</li></li></ul><li>Challenges with Deploying ITSM Metrics<br /><ul><li>Which Metrics?
  41. 41. Data Challenges
  42. 42. Manual Processes
  43. 43. Metrics can Lie
  44. 44. Wrong Behavior</li></li></ul><li>The Philosophy of ITSM<br />IT is the Business<br />AND<br />Business is the IT<br />
  45. 45. Questions<br />