South Florida HDI Malcolm Fry event Feb 29 2012

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In everyday life, measurement is an essential component. How big? How far? How high? How heavy? What’s the time? What’s the cost? Quite simply, measurement is as old as time itself. So what is a good measurement and how can it impact performance when aiming to exceed targets?

Information Technology Service Management (ITSM) is focused on defining and managing processes to optimize performance. ITSM metrics provide a vast amount of data in the form of measurements. That data must be translated into information that can be used to monitor and manage the business. Learning how to leverage this information produces knowledge used to produce service improvements and sustained performance. In this course, we will take an in-depth look at the ITIL 2011 Edition metrics for incident, problem, change, and service desk management.

This workshop, presented by the renowned Malcolm Fry, is a fun, informative, and productive learning experience about metrics based on ITIL 2011. The workshop contains a series of breakout opportunities that allow for networking and collaborative learning. Course participants will receive and learn how to use a spreadsheet enabling them to report on metrics for the service desk.

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  • First divide the class into teams, the size of the teams depends upon the size of the class but the best number of team members is 4 less is OK but make the teams too big and the exercises will take too long therefore 6 would be an upper limit. Once the teams have been selected stick with them throughout the workshop.This exercise has several objectives; first it is a good ice breaker because all team members will need to talk with their peers in the team, secondly you can see whether they understand the influence that simple high level metrics have on their lives and thirdly from their results you can gauge the mettle of the attendees.Keep this session light hearted use humor and chat to relax delegates but focus on endorsing the importance of simple high level metrics.Give the delegates 10 minutes to prepare their lists then go from group to team to team to get one example of social/work metric from each team keep rotating until you run out of example metrics or the exercise starts to get monotonous. Give your input/comments on each metric. Make sure that you rotate around the teams to stop one team dominating the action.
  • This exercise has one key objective and that is to illustrate through networking how the huge amounts of stuff is collated by ITSM and how this stuff needs to be reduced to a simple metric before it becomes usable, interesting and appropriate.Give the delegates 10 – 15 minutes to prepare their lists then go from team to team to get them to explain their example bullet list or story. Depending upon the size of the class you may only have time for one or two teams to give their results, in this case remember which teams gave their examples so that you can select different teams for the next networking event. Give your input/comments on each example.Use a flipchart to produce the composite list from the team’s bullets.
  • This exercise is to ensure that everyone fully understands what an SFP is and that they can ‘sell’ an SFP to another person. This is important because it will ensure value for the rest of the workshop.Give the delegates 10 – 15 minutes to prepare their answers then go from team to team first asking some teams to explain what an SFP is and then ask some of the other teams to explain why an SFP should be adopted. Depending upon the size of the class you may only have time for one or two teams to give their results, in this case remember which teams gave their examples so that you can select different teams for the next networking event. Give your input/comments on each example.
  • This exercise is to ensure that the concepts and practicalities of a GDBD meeting are fully understood. Allocate one of the three requirements to a team, or teams if you have more than three teams, so that each team has one subject and that all of the subjects have been issued.Review and critique their answers while collating them into one best of class – this class that is.
  • The objectives for this exercise are fairly straightforward they are to get the students in their teams to review and discuss each of the KPIs and CSFs to ensure that they fully understand all of them. Depending upon time this could anything from 20 to 40 minutes. Use a flipchart to collate their answers.
  • South Florida HDI Malcolm Fry event Feb 29 2012

    1. 1. “The Power of Metrics ForOptimal ITSM Performance” Presented by: Malcolm Fry South Florida HDI Chapter February 29, 2012
    2. 2. Agenda8:00 AM Registration & Networking8:30 AM Introduction & Announcement9:00 AM Class begins10:15 AM Break10:45 AM Class resumes12 noon Lunch1:00 PM Class resumes2:00 PM Break2:30PM Class resumes3:15 PM Closing Announcements, Survey’s & Raffle prizes
    3. 3. Thank you to our Sponsors!
    4. 4. Circle of ExcellenceHelp us join the President’s Circle http://tinyurl.com/7ufumwc
    5. 5. $100+ $1000+ $79 Conferences, events and Online resources, webinars, Research Corner, whitepapers… Training discounts $240 Value $75Focus Book Series and AnnualPractice and Salary Report Local Chapter Membership $165 $100 (only for today)
    6. 6. Volunteer?
    7. 7. HDI National Conference• April 24-27, 2012 in Orlando, Florida• Interact with more than 1,600 support practitioners• Discuss real-world situations, and deliberate viable solutions• Discover emerging trends, innovations, and examine valuable best practices.• 8 In-depth tracks• 13 Pre-con sessions• 80 Sessions• 6 Keynote speakers• Expo Hall with over 100+ vendors
    8. 8. Malcolm Fry• Renowned service management expert, author, speaker, and all around good guy• Lives in England• Travels the world to share knowledge• HDI Ron Muns Lifetime Achievement Award• 15 cities throughout the US
    9. 9. mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound height timevolume capacity width Metricity - The power of metricssquare hourround yard CSF milligrams KPImile incident minute euro percentage depth diameter kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI height timevolume capacity width for optimal ITSM performancemile incident minute euro percentage depth diameter kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour Malcolm Fry round yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour malcolm@malcolmfry.com round yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
    10. 10. mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour Maths and the Ancients round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound height timevolume capacity width • Aztecs / Mayanssquare hourround yard CSF milligrams KPImile incident minute euro percentage depth diameter kilo acre degree day meter yardpound • Egyptianssquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Sumerians CSFsquare hourround yard KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Stonehengesquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • China yard CSFsquare hourround KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • UKsquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Chacoans CSFsquare hourround yard KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
    11. 11. mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour Chacoans – Chaco Canyon round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • From AD 850 to 1250, Chaco was a hub ofsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound ceremony, trade, and administration for thesquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter prehistoric Four Corners area--unlike anythingmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth before or since. The Chacoan people height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound combined many elements: pre-plannedsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter architectural designs, astronomicalmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter alignments, geometry, landscaping, andmile incident minute euro percentage kilo acre degree day meter yardpound engineering to create an ancient urban centersquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound of spectacular public architecture.square hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile • http://www.nps.gov/chcu/index.htm degree day meter yardpound incident minute euro percentage kilo acresquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
    12. 12. mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour PR3C151ON 15 7H3 K3Y round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter 7H15 M3554G3 53RV35 7O PR0V3 H0Wmile incident minute euro percentage kilo acre degree day meter yardpound 0UR M1ND5 C4N D0 4M4Z1NG 7H1NG5!square hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute europercentage kilo acre degree day meter yardpound 1MPR3551V3 7H1NG5! 1N 7H3square hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile incident minute europercentage kilo acre degree day meter yardpound B3G1NN1NG 17 WA5 H4RD BU7 N0W, 0Nsquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diameter percentage kilo acre degree day meter yardpound 7H15 LIN3 Y0UR M1ND 1S R34D1NG 17mile incident minutesquare hour euro round yard CSF KPI milligrams depthheight timevolume capacity width diametermile 4U70M471C4LLY W17H 0U7 3V3N incident minute europercentage kilo acre degree day meter yardpoundsquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile 7H1NK1NG 4B0U7 17, B3 PROUD! 0NLY incident minute europercentage kilo acre degree day meter yardpoundsquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile C3R741N P30PL3 C4N R3AD 7H15. incident minute europercentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depthheight timevolume capacity width diameter
    13. 13. mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour Metrics rule the world round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound height timevolume capacity width • In everyday life, measurement is an essentialsquare hourround yard CSF milligrams KPImile incident minute euro percentage depth diameter kilo acre degree day meter yardpound component; how big? how far? how high?square hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound how heavy? what’s the time? what’s thesquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diameter cost?mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile • Sometimes measurement appears as a vague incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF depth statementeuro as KPI rather than a more such ‘soon’ milligrams height timevolume capacity width diametermile incident minute percentage kilo acre degree day meter yardpound preciseyard CSF such as ’10 minutes’.square hourround measure KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
    14. 14. mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour Basic baseball setup round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Baseball isyard CSF milligrams KPI depthbetween volume capacityof ninesquare hour round a bat-and-ball sport played height time two teams width diameter players eachmile incident minute euro percentage kilo acre degree day meter yardpound • Theround to score milligrams hitting a throwntimevolume capacity widthsquare houraim isyard CSFruns by KPI depth height ball with a bat and diameter touching a series of four bases arranged at the corners of a ninety- foot minutemile incidentdiamond euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI height timevolume capacity width • Players on the batting team take depthhitting against the pitcher of diameter turnsmile incident minute euro percentage stop them from scoring meterby the fielding team, which tries to kilo acre degree day runs yardpound getting yard CSF any of several ways timevolume capacity widthsquare hour hitters out in milligrams KPI depth round height diametermile • A player on theeuro percentage stop at any of the bases and later pound incident minute batting team can kilo acre degree day meter yard advance via a teammates hit or other means volume capacity widthsquare hour round yard CSF milligrams KPI depthheight time diameter incident minute euro percentage kilo fielding whenever themile • The teams switch between batting andacre degree day meter yardpound fielding team records threeKPI depthsquare hour round yard CSF milligrams outs height timevolume capacity width diameter incident minute euro percentage kilo acre degree day metermile • One turn at bat for each team constitutes an inning and nine yardpound innings make up a professional game height timevolume capacity widthsquare hour round yard CSF milligrams KPI depth diametermile • The team with euro most runs at the end of the gameday meter yardpound incident minute the percentage kilo acre degree winssquare hour round yard CSF milligrams KPI depthheight timevolume capacity width diameter
    15. 15. mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour Baseball Field Dimensions round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
    16. 16. mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour Bat and Ball round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage ball in baseball is between 5 to 5.25pound The legal weight for the kilo acre degree day meter yardsquare hourround yard CSF milligrams KPI depth ounces (142 to 149 g) height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard 9 to 91milligrams KPI depthmm)timevolume capacity width It is CSF ⁄4 inches (229–235 height in circumference (27⁄8–3 diametermile incident minute euro percentage kilo acre degree day meter yardpound in or 73–76 mm in diameter).square hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound The bat shall be a smooth, round stick not more than 2 3/4square hourround yard CSF milligrams KPI depth height timevolume capacity width diameter inches in diameter at the thickest part and not more than 42mile incident minute euro percentage kilo acre degree day meter yardpound inches in lengthsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound The bat shall be one piece of solid wood.square hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter
    17. 17. mile incident minute euro percentage145192011-2012Update kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour American League Standings round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
    18. 18. mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour Player stats - David Robertson round yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
    19. 19. mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour Chinese Hand Signals round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
    20. 20. mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage Which metrics rock your boat?square hourround yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound height timevolume capacity width • With your team make a list of the commonsquare hourround yard CSF milligrams KPImile incident minute euro percentage depth diameter kilo acre degree day meter yardpound metrics that you meet every day both in yoursquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound social world and your business role.square hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile• These should percentage level metrics such as incident minute euro be high kilo acre degree day meter yardpoundsquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diameter time of day.mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF KPI depthheight timevolume capacity width diameter • Each person should contribute at least one milligramsmile incident minute euro percentage kilo acre degree day meter yardpound metric yard eurosquare hourround andCSF KPI milligrams depthheight timevolume capacity width have a reason for choosing that diametermile incident minute percentage kilo acre degree day meter yardpound metric.yard CSFsquare hourround KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
    21. 21. mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour Maslow’s Hierarchy of Human Needs round yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour Self round yard CSF milligrams KPI depth height timevolume capacity width diameter actualizationmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound Esteemsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour Belonging height timevolume capacity width round yard CSF milligrams KPI depth diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound Safetysquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour Physiologicalheight timevolume capacity width round yard CSF milligrams KPI depth diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter
    22. 22. mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour Hierarchy of metrics round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour Service height timevolume capacity width round yard CSF milligrams KPI depth diametermile incident minute euro percentage kilo acre degree day meter yardpound Focalsquare hour Point height timevolume capacity width round yard CSF milligrams KPI depth diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour Wisdom height timevolume capacity width round yard CSF milligrams KPI depth diametermile incident minute euro percentage kilo acre degree day meter yardpound You hour roundsquarecan build in yard CSF milligrams KPI depth height timevolume capacity width diameter Knowledgemile incident minute euro percentage kilo acre degree day meter yardpound either directionsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams Information KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter Datamile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter
    23. 23. mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour Building from the bottom round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound height timevolume capacity width • “No point setting KPIs and CSFs if you cannotsquare hourround yard CSF milligrams KPImile incident minute euro percentage depth diameter kilo acre degree day meter yardpound collect the data”square hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Why would you collect data that you do notsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound need?:square hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter – For further analysismile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter – To provide a wide data base of metricsmile incident minute euro percentage kilo acre degree day meter yardpound – roundyard CSF milligrams KPI depth timevolume capacity widthsquare hourSave now trim later height diametermile incident minute euro percentage kilo acre degree day meter yardpound • Raw data can give you guidancesquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
    24. 24. mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour Drilling from the top round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound height timevolume capacity width • “Data can be restriction concentrate onsquare hourround yard CSF milligrams KPImile incident minute euro percentage depth diameter kilo acre degree day meter yardpound business needs first.”square hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Why would you create CSFs and KPIs that yousquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound cannot measure?:square hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter – Better to concentrate kilo acre degree issuesmile incident minute euro percentage on business & ITday meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter – Sometimes data can be mined to meet demandsmile incident minute euro percentage kilo acre degree day meter yardpound – roundyard to know our metric limitationssquare hourIt’s good CSF milligrams KPI depth timevolume capacity width height diametermile incident minute euro percentage kilo acre degree day meter yardpound • CSFs, KPIs provide the structuresquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
    25. 25. mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour SFP – laying the foundations round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • With your team give or create an example ofsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound the components required for a Single Focalsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter Point to show the performance of the Servicemile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround Desk. yard CSF KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Include examples or suggestions for each ofsquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound the four levels; data, information, knowledgesquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diameter and wisdom.mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF height timevolume capacity width • You minute euro percentage a bullet list or a storymile incident can either produceKPI milligrams depth diameter kilo acre degree day meter yardpound to roundyard your answer.square hour explain CSF KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
    26. 26. mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour Service Focal Point (SFP) round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • What is an SFP?square hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Why do we need an SFP?square hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • How do I identify an SFP?square hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile• KPI?minute euro percentage incident kilo acre degree day meter yardpoundsquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile • CSF? incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF KPI depthheight timevolume capacity width diameter • ITIL Contextual CSFs and KPIs milligramsmile incident minute euro percentage kilo acre degree day meter yardpound • What is the structure of an SFP?square hourround yard CSF KPI milligramsmile incident minute euro percentage depthheight timevolume capacity width diameter kilo acre degree day meter yardpound • Can yard CSFsquare hour you have more than one SFP? round KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
    27. 27. mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour What is an SFP? round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound It is a Single Point, or value, from within asquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound number ofCSFsquare hour round yard related KPI metrics that Focuses the milligrams depthheight timevolume capacity width diametermile incident minute on a selected high level statistic so attention euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF KPI depthheight timevolume capacity width diameter that overall performance or achievement can milligramsmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourquickly CSF accurately assessed. beroundyard and KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
    28. 28. mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour Why do we need an SFP? round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound height timevolume capacity width • To simplify complex metricssquare hourround yard CSF milligrams KPImile incident minute euro percentage depth diameter kilo acre degree day meter yardpound • To allow senior management to quickly assesssquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound performance / statussquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • To roundyard CSFsquare hour provide a common metric point across IT KPI milligrams depthheight timevolume capacity width diameter Unitsmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile • To provideeuro percentage incident minute an incentive for various IT Units kilo acre degree day meter yardpoundsquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile • To harness performance achievements, e.g. incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF KPI depthheight timevolume capacity width diameter number ofeuro percentage in a given period failed SFPs milligramsmile incidentminute kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depthheight timevolume capacity width diameter
    29. 29. mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour How do I identify an SFP? round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound height timevolume capacity width • Some are easier than others e.g. availabilitysquare hourround yard CSF milligrams KPImile incident minute euro percentage depth diameter kilo acre degree day meter yardpound • The clue is often:square hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound – roundyard CSFused in regular ITSM conversationsdiametersquare hourColloquial – milligrams KPI depth timevolume capacity width heightmile incident minute euro percentage kilo acre degree day meter yardpound – roundyard which many metrics time capacity widthsquare hour A point to milligrams KPI point CSF depth height volume diameter – A Critical Success Factormile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter – A Key Performance Indicatormile incident minute euro percentage kilo acre degree day meter yardpound – roundyard euro percentage depthacretimevolume capacity width poundsquare hour CSF milligrams KPI Business / IT drivers height diametermile incident minute kilo degree day meter yard • A point that quantifies complex metricssquare hourround yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depth height timevolume capacity width diameter
    30. 30. mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage Key Performance Indicator (KPI)square hourround yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound height timevolume capacity width • A metric that is used to help manage asquare hourround yard CSF milligrams KPImile incident minute euro percentage depth kilo acre degree day meter yardpound diameter process, IT Service or activity. Many metricssquare hourround yard CSF milligrams KPI depthheight timevolume capacity widthdiametermile incident minute euro percentage kilo acre degree day meter yardpound may beyard CSFsquare hourround measured,KPI only the most but milligrams depthheight timevolume capacity widthdiametermile incident minute euro these are defined as KPIs and important of percentage kilo acre degree day meter yardpoundsquare hourround yard CSF KPI depthheight timevolume capacity widthdiameter used to actively manage and report on the milligramsmile incident minute euro percentage kilo acre degree day meter yardpound process, ITCSFsquare hourround yard service KPI or activity. KPIs should be milligrams depthheight timevolume capacity widthdiametermile incident minute euro percentage kilo acre degree day meter yardpound selected toCSFsquare hourround yard ensure KPIthat milligrams depthheight timevolume capacity widthdiametermile incident minute euro percentage efficiency, effectiveness and cost effectiveness kilo acre degree day meter yardpoundsquare hourround yard CSF KPI milligrams depthheight timevolume capacity widthdiametermile incident all managed. are minute euro percentage kilo acre degree day meter yardpound ITIL Glossarysquare hour round yard CSF milligrams KPI depthheight timevolume capacity widthdiameter
    31. 31. mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour Critical Success Factor (CSF) round yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Something that must happen if a process,square hourround yard CSF milligrams KPI depthheight timevolume capacity widthdiametermile incident minute euro percentage kilo acre degree day meter yardpound project, plan or IT service is to succeed. KPIssquare hourround yard CSF milligrams KPI depthheight timevolume capacity widthdiametermile incident used to measure the achievement of each are minute euro percentage kilo acre degree day meter yardpoundsquare hourround CSF. yard CSF KPI milligrams depthheight timevolume capacity widthdiametermile incident minute euro percentage kilo acre degree day meter yardpound • For yard CSFsquare hour example a CSF KPI round of “protect IT service when milligrams depthheight timevolume capacity widthdiametermile incident minute euro percentage kilo acre degree day meter yardpound makingyard CSFsquare hourround changes” could be measured by KPIs KPI milligrams depthheight timevolume capacity widthdiameter such as “percentage reduction of unsuccessfulmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF KPI milligrams depthheight timevolume capacity width changes”, “percentage reduction in changes diametermile incident minute euro percentage kilo acre degree day meter yardpound causing incidents” KPIsquare hourround yard CSF etc. milligrams depthheight timevolume capacity widthdiametermile incident minute euro percentage kilo acre degree day meter yardpound ITIL Glossarysquare hourround yard CSF milligrams KPI depthheight timevolume capacity widthdiameter
    32. 32. mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width ITIL Contextual CSFs and KPIsmile incident minute euro percentage diameter kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI height timevolume capacity width A+B=C depth diametermile incident minute euro percentage acre day kilo degree meter yardpound Incidentsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter Managementmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter quickly as minutemile incidentpossible as euro percentage kilo - acre degreeCSF -communication ofyardpound CSF - Resolve incidents CSF - Maintain user CSF Maintain quality of IT and Increase visibility day meter hour round to thesquare minimizing impacts yard CSF satisfaction KPI depth milligrams services capacity width height timevolume incidents to business and diameter business with IT services IT support staffmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth capacity width height timevolume CSF - Align incident diameter CSF - Ensure that standardized methods and procedures are used for Cmile incident minute euro percentage kilo acre degree management activities efficient and prompt response, analysis, documentation, ongoing day meter yardpound and priorities with those hour in IT capabilities incidents to maintain business round yardsquare management and reporting ofCSF milligrams KPI depth confidence capacity height timevolume of the businesswidth diametermile incident minute euro percentage kilo acre degree day meter yardpound Strategic yard CSF milligrams KPI depth timevolume capacity widthsquare hour round height diametermile incident minute euro percentage kilo acre degree day meter yardpound Functional yardsquare hour round CSF milligrams KPI depth height timevolume capacity width diameter KPI - Percentage of KPI - Average cost per Bmile incident minute euro percentageincidents handled within A kilo acre degree day meter yardpound incidentsquare hour round yard CSF milligrams KPIagreed response timetimevolume capacity width depth height diameter
    33. 33. mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage What is the structure of an SFP?square hourround yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour height timevolume capacity width round yard CSF milligrams KPI depth diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour height timevolume capacity width round yard CSF milligrams KPI depth SFP diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour height timevolume capacity width round yard CSF milligrams KPI depth diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour height timevolume capacity width round yard CSF milligrams KPI depth diameter CSF CSF CSFmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour height timevolume capacity width round yard CSF milligrams KPI depth diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour height timevolume capacity width round yard CSF milligrams KPI depth diametermile incident minute euro percentage kiloKPI KPI KPI KPI acre degree day meter yardpound KPI KPIsquare hour height timevolume capacity width round yard CSF milligrams KPI depth diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour height timevolume capacity width round yard CSF milligrams KPI depth diameter
    34. 34. mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage Can you have more than one SFP?square hourround yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Yesroundyard CSF milligrams KPI depth timevolume capacity widthsquare hourof course height diametermile incident minute euro percentage kilo acre degree day meter yardpound • Most SFPs consist of aKPI depth of timevolume level SFPs diametersquare hour round yard CSF milligrams hierarchy lower capacity width heightmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter SFPmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage- SFP acre degree CSF - SFP CSF - SFP CSF kilo day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter KPI KPI KPI KPI KPImile incident minute euro percentage kilo acre degree day meter yardpound KPI SFP SFP SFP SFP SFP SFPsquare hour round yard CSF milligrams KPI depth height timevolume capacity width diameter
    35. 35. mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound What is an SFP and why do we need it?square hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound height timevolume capacity width • Your job is to prepare a presentation tosquare hourround yard CSF milligrams KPImile incident minute euro percentage depth diameter kilo acre degree day meter yardpound explain what an SFP is and why you shouldsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound adopt an ITSM SFPKPIyour location.square hourround yard CSF at milligrams depthheight timevolume capacity width diametermile• You minute euro percentage your desk, there is no incident can present from kilo acre degree day meter yardpoundsquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diameter need to produce PowerPoint slides or flipmile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF charts buteuro can KPI wish. you if you milligrams depthheight timevolume capacity width diametermile incident minute percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
    36. 36. mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage Good Day Bad Day - Approachsquare hourround yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • GDBD conceptsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • GDBD meeting agendasquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile• GDBD collate and analyze metrics incident minute euro percentage kilo acre degree day meter yardpound • GDBD simple workbooksquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • GDBD meeting reportsquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile • GDBD the meeting incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diameter • GDBD outputsmile incident minute euro percentage kilo acre degree day meter yardpound • GDBD Corrective Actions Report (CAR)square hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • GDBD timelinesquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
    37. 37. mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage Good Day Bad Day (GDBD) conceptsquare hourround yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound round yard CSF milligrams KPI depthheight timevolume capacity width • Focuses the attention onto Service Managementsquare hour diametermile incident minute euro percentage kilo acre degree day meter yardpound • Starts the day with a positive approachsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Brings IT and it’s Customers closersquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • hour ITSMCSF IT closersquare Brings yard and round KPI milligrams depthheight timevolume capacity width diametermile • Key contributor to Continual Service incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diameter Improvementmile incident minute euro percentage kilo acre degree day meter yardpound • Sets targetsCSF percentagesquare hour KPI milligrams depthheight timevolume capacity width round yard for IT and ITSM performance diametermile incident minute euro kilo acre degree day meter yardpound • Puts yard CSF KPI milligrams depthheight timevolume capacity widthsquare hour fun and electricity into metrics - METRICITY round diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
    38. 38. mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentagesquare hour GDBD meeting agenda round yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Role call of mandatory attendeessquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Decide Good Day or Bad Day – document resultsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Review yard CSF for BD or why GD not 100%square hourround reasons KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • hoursquare Identifyyard CSF to be taken (Corrective Actions round actions KPI milligrams depthheight timevolume capacity width diameter Report - CAR)mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF KPI depthheight timevolume capacity width diameter • Review actions from previous meetings (CAR) milligramsmile incident minute euro percentage kilo acre degree day meter yardpound • Review yard euro percentage for the daysquare hourround potential issues CSF KPI milligrams depthheight timevolume capacity width diametermile incident minute kilo acre degree day meter yardpound • Wrap up and documentsquare hourround yard CSF KPI milligrams depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter
    39. 39. mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage GDBD collate and analyze metricssquare hourround yard CSF milligrams KPI kilo acre degree day meter yardpound depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Firstsquare hour identify CSF milligrams KPI depth round yard your SFP height timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpound • Then identify themilligrams KPI depth your SFPsquare hourround yard CSF data to calculate timevolume capacity width height diametermile• Locate the sources and how the data will be harvested pound incident minute euro percentage kilo acre degree day meter yard • Create ayard CSF milligrams KPI depth analyzecapacity widthsquare hourround method to centralize and timevolume the dada diameter heightmile incident minute euro percentage kilo acre degree day meter yardpound • Agree a yardtime that the data will be harvested eachsquare hourround set CSF milligrams KPI depthheight timevolume capacity width diameter daymile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour theyard CSF milligrams KPI depth • Pass height timevolume capacity width round data through an analyzer e.g. a spreadsheet diametermile incident minute euro percentage kilo acre degree day meter yardpound • Review the results of the analysis timevolume capacity widthsquare hourround yard CSF milligrams KPI depth height diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour height timevolume capacity width round yard CSF milligrams KPI depth diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour height timevolume capacity width round yard CSF milligrams KPI depth diameter
    40. 40. mile incident minute euro percentage kilo acre degree day meter yardpoundsquare hour Simple work height timevolume capacity width book round yard CSF milligrams KPI depth diametermile incident minute euro percentage kilo acre degree day meter yardpound Gathering the datasquare hour height timevolume capacity width round yard CSF milligrams KPI depth diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diametermile incident minute euro percentage kilo acre degree day meter yardpoundsquare hourround yard CSF milligrams KPI depthheight timevolume capacity width diameter

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