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The CSI
Triangle
SITS14
Presentation
April 2014
Agenda
 Question
 ITSM Geometry
 CSI triangle
 Metrics / Reporting
 Problem Management
 Knowledge Management
 Metri...
??
How much time do you currently
spend/waste on
re-inventing the wheel
and
useless reporting?
Its all about…
CSI Triangle
Problem
Reporting
/Metrics
Knowledge
ITSM Geometry
Service
Desk
IT
Department
Customers
Problem
Reporting
/Metrics
Knowledge
User
View
IT/Tech
View
Business
Vi...
ITSM Geometry
Service
Desk
IT
Department
Customers
Problem
Reporting
/Metrics
Knowledge
User
View
IT/Tech
View
Business
Vi...
CSI Triangle
Problem
Reporting
/Metrics
Knowledge
CSI Triangle
Problem
Reporting
/Metrics
Knowledge
Identifying
issues /
trends
CSI Triangle
Problem
Reporting
/Metrics
Knowledge
Identifying
issues /
trends
Solving /
managing
issues
CSI Triangle
Problem
Reporting
/Metrics
Knowledge
Identifying
issues /
trends
Solving /
managing
issues
Re-using
work +
kn...
CSI Triangle
Problem
Reporting
/Metrics
Knowledge
Identifying
issues /
trends
Solving /
managing
issues
Measuring
progress...
CSI Triangle
Problem
Reporting
/Metrics
Knowledge
Identifying
issues /
trends
Solving /
managing
issues
Measuring
progress...
CSI Triangle
Problem
Reporting
/Metrics
Knowledge
Solving /
managing
issues
Re-using
work +
know how
Identifying
issues /
...
Metrics
SITS14
Presentation
April 2014
Are you reporting on what’s useful ??
or just what you can report on?
or what you do?
What metrics?
• SLAs!!!??
• Server Availability
• Incident volumes
• Turnaround times
• Telephony stats
• Applications ava...
Does anyone read,
or act upon,
your reports??
• Inputs - coding and categorisation is key
– Logging, status, closing/cause, breach categories
• Develop ‘Bundles’ of rel...
Metric ‘Bundles’
Metric ‘Bundles’
Metric What Threshold Weighting
Telephony ABR/AHT/ATR ABR<5%
AHT<5 min
ATR<2 min
20%
Incident logging SLA...
Metric What Threshold Weighting
Incident Response OLA All Services Target 95% 20%
Incident resolution SLA Weekly review Ta...
Metric What Threshold Weighting
Incident + request SLA All Services 99.5% Target 10%
Major Incidents All Services 99.8% Se...
Metric What Threshold Weighting
SLA Incident/fix <5 per week 20%
Availability Key apps – ERP + Email 99.6% Service
Hours
1...
Metric What Threshold Weighting
SLA Incident/fix =None per
week
30%
Availability Key apps – HR +
Payroll apps+ Email
99.8%...
94%
Problem
Management
SITS14
Presentation
April 2014
Problem management
 Successful problem management will start to turn things around
 Think role and person more than proc...
Problem management
 More about ownership + people than just a process
 Problem Management – part analyst, investigator, ...
Customer experience drives delivery
SLA is worst case
Manage customer expectations – e.g. keep updated/check closure
Repor...
Knowledge
Management
SITS14
Presentation
April 2014
 Getting the right level of information – accurate, up to date,
relevant, useable
 To the right person – being aware of ...
Shift Left
The ‘no brainer’
Faster
Cheaper
Easier
1 2 3
Shift Left
The ‘no brainer’
Faster
Cheaper
Easier
Just a better customer experience
1 2 3
$10 $100 $300
Challenges?
Sounds like a lot of work…?
Most of the information is usually there..!
How much time do you currently
spend/w...
Metrics
(again)
SITS14
Presentation
April 2014
CSI Triangle
Problem
Reporting
/Metrics
Knowledge
Solving /
managing
issues
Re-using
work +
know how
Identifying
issues /
...
Progress
Use metrics + CSI to take action and achieve
success…!
Identify trends
Drive improvement
Support investment
A...
40
#ITSM Goodness
 Problem Management is a game changer to stop fire fighting and
start adding value
 Visibility helps to g...
Thank you for
listening!
www.barclayrae.com
Itsmgoodness.com
#itsmgoodness
BrightTALK CH 9885
@barclayrae
bjr@barclayrae.c...
Sits14 csi presentation barclay rae
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Sits14 csi presentation barclay rae

  1. 1. The CSI Triangle SITS14 Presentation April 2014
  2. 2. Agenda  Question  ITSM Geometry  CSI triangle  Metrics / Reporting  Problem Management  Knowledge Management  Metrics again
  3. 3. ?? How much time do you currently spend/waste on re-inventing the wheel and useless reporting?
  4. 4. Its all about…
  5. 5. CSI Triangle Problem Reporting /Metrics Knowledge
  6. 6. ITSM Geometry Service Desk IT Department Customers Problem Reporting /Metrics Knowledge User View IT/Tech View Business View Change Incident Problem
  7. 7. ITSM Geometry Service Desk IT Department Customers Problem Reporting /Metrics Knowledge User View IT/Tech View Business View Change Incident Problem Service Desk ITSM engine Service Catalogue CSI
  8. 8. CSI Triangle Problem Reporting /Metrics Knowledge
  9. 9. CSI Triangle Problem Reporting /Metrics Knowledge Identifying issues / trends
  10. 10. CSI Triangle Problem Reporting /Metrics Knowledge Identifying issues / trends Solving / managing issues
  11. 11. CSI Triangle Problem Reporting /Metrics Knowledge Identifying issues / trends Solving / managing issues Re-using work + know how
  12. 12. CSI Triangle Problem Reporting /Metrics Knowledge Identifying issues / trends Solving / managing issues Measuring progress / success Re-using work + know how
  13. 13. CSI Triangle Problem Reporting /Metrics Knowledge Identifying issues / trends Solving / managing issues Measuring progress / success Re-using work + know how
  14. 14. CSI Triangle Problem Reporting /Metrics Knowledge Solving / managing issues Re-using work + know how Identifying issues / trends Measuring progress / success
  15. 15. Metrics SITS14 Presentation April 2014
  16. 16. Are you reporting on what’s useful ?? or just what you can report on? or what you do?
  17. 17. What metrics? • SLAs!!!?? • Server Availability • Incident volumes • Turnaround times • Telephony stats • Applications avail • All the 99.99s
  18. 18. Does anyone read, or act upon, your reports??
  19. 19. • Inputs - coding and categorisation is key – Logging, status, closing/cause, breach categories • Develop ‘Bundles’ of relevant metrics – e.g. – Service Desk ABR/AHT/ATR/FCR/ATA/TAT – IT Teams – ATR/TAT/SLA/OLA/Quality – Customer/Business Service – CSAT/SLA/NPS/MOT How do we improve?
  20. 20. Metric ‘Bundles’
  21. 21. Metric ‘Bundles’ Metric What Threshold Weighting Telephony ABR/AHT/ATR ABR<5% AHT<5 min ATR<2 min 20% Incident logging SLA Key apps – HR + Payroll apps+ Email 99.8% Service Hours 20% Incident resolution SLA Weekly review Target 90% 20% Agent efficiency Weekly review Target 90% 10% Customer satisfaction Month end billing 100% availability 20% Efficiency/scheduling Internal metrics % targets 10% SERVICE DESK 98%
  22. 22. Metric What Threshold Weighting Incident Response OLA All Services Target 95% 20% Incident resolution SLA Weekly review Target 90% 30% Analyst productivity Weekly review Target 90% 10% Incidents caused by changes ration Systems supported >2 monthly 20% Incident backlog Outstanding incidents >5% of monthly total 20% IT TEAMs 90% Metric ‘Bundles’
  23. 23. Metric What Threshold Weighting Incident + request SLA All Services 99.5% Target 10% Major Incidents All Services 99.8% Service Hours 20% Service availability All Services Target 90% 20% Team performance Relative operational performance Thresholds outside 5% 10% Customer satisfaction Month end billing 100% availability 20% Cost per service Target unit costs / budget Thresholds outside 5% 20% IT MANAGEMENT 93% Metric ‘Bundles’
  24. 24. Metric What Threshold Weighting SLA Incident/fix <5 per week 20% Availability Key apps – ERP + Email 99.6% Service Hours 15% Customer Satisfaction Weekly review Target 85% 25% NPS/KCI Weekly review Target 75% 10% Key Metric – Moment of truth Key time availability 100% availability 30% CUSTOMER - SERVICE A 100% Metric ‘Bundles’
  25. 25. Metric What Threshold Weighting SLA Incident/fix =None per week 30% Availability Key apps – HR + Payroll apps+ Email 99.8% Service Hours 20% Customer Satisfaction Weekly review Target 90% 10% NPS/KCI Weekly review Target 90% 10% Key Metric – Moment of truth Month end billing 100% availability 30% CUSTOMER - SERVICE B 98% Metric ‘Bundles’
  26. 26. 94%
  27. 27. Problem Management SITS14 Presentation April 2014
  28. 28. Problem management  Successful problem management will start to turn things around  Think role and person more than process  Raise problems and get them solved (not necessarily solve them)  Too often seen as administrative  Needs clout and strong communications/PM skills
  29. 29. Problem management  More about ownership + people than just a process  Problem Management – part analyst, investigator, mostly project manager  Visibility helps – teams/crowds solve more problems  What are your top 5/10 problems?  Not necessarily just the (successful) ex Service Desk Manager
  30. 30. Customer experience drives delivery SLA is worst case Manage customer expectations – e.g. keep updated/check closure Report by customer experience not ITSM process (customer satisfaction not total # calls logged in a month) Delivery in order of value to the business Maximum benefit Minimum risk Optimum cost Fastest possible route to closure Fix, fulfilment, answer, re-direction etc Minimum touch points ‘Shift-left’ – more first time fix and Self Service (cheaper, faster, easier to manage) Service Experience Principles
  31. 31. Knowledge Management SITS14 Presentation April 2014
  32. 32.  Getting the right level of information – accurate, up to date, relevant, useable  To the right person – being aware of the support model and the levels of knowledge held at different support levels  In a language and format that is appropriate for them – technical or not, plus summary or detailed, as required for the relevant support level and skillset  Quickly and when and where they need it – without need for long searches or trawling through long lists of options, delivered at the point of service or action as required Knowledge
  33. 33. Shift Left The ‘no brainer’ Faster Cheaper Easier 1 2 3
  34. 34. Shift Left The ‘no brainer’ Faster Cheaper Easier Just a better customer experience 1 2 3 $10 $100 $300
  35. 35. Challenges? Sounds like a lot of work…? Most of the information is usually there..! How much time do you currently spend/waste on re-inventing the wheel and useless reporting?
  36. 36. Metrics (again) SITS14 Presentation April 2014
  37. 37. CSI Triangle Problem Reporting /Metrics Knowledge Solving / managing issues Re-using work + know how Identifying issues / trends Measuring progress / success
  38. 38. Progress Use metrics + CSI to take action and achieve success…! Identify trends Drive improvement Support investment Achieve efficiency Communicate success Problem Reporting /Metrics Knowledge
  39. 39. 40
  40. 40. #ITSM Goodness  Problem Management is a game changer to stop fire fighting and start adding value  Visibility helps to get problems solved – so publicise your top 10 problems across IT  In IT we like to build models, tools + processes rather than just managing people + issues  Metrics in isolation are dangerously misleading – its an eco-system which needs balance  Processes don’t happen or work by themselves – if there’s no governance then they’re a waste of time  Documentation is good – but engagement, empowerment and attitude are even better
  41. 41. Thank you for listening! www.barclayrae.com Itsmgoodness.com #itsmgoodness BrightTALK CH 9885 @barclayrae bjr@barclayrae.com

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