Striving for an Outstanding IT Organization


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Striving for an Outstanding IT Organization

  1. 1. Measuring ITStriving for an outstanding IT Service Organization Huberto Garza ADNPRO SA de CV
  2. 2. Huberto Garza  Founding partner and Senior Consultant at ADNPRO  19+ yrs experience in IT management and consulting  Last 5 years supporting clients’ improvement initiatives in IT and other business processes
  3. 3. Business Intelligence (or BI)  Management tool  Supports control  Increase sales, control expense & maximize resources
  4. 4. A ‘good’ BI system
  5. 5. A ‘good’ BI system $ time
  6. 6. A ‘good’ BI system $ time
  7. 7. Information Technology Service Delivery
  8. 8. Information Technology  Business continuity  Business efficiency  Asset protection
  9. 9. IT Management Areas
  10. 10. Where to start? IT Service Desk
  11. 11. IT Service Desk  1st point of contact  Knowledge base & tools to support 1st contact fix  Escalation  Track & follow up
  12. 12. Resolve interruptions
  13. 13. Classification Effective classification helps in many ways:  Quickly find solutions (workarounds and/or fixes) to Incidents  Properly route Incidents to the correct support group  Gather sufficient data to speed diagnoses by nth level support  Aids in building and maintaining a knowledge base  Improves customer satisfaction  Increases user productivity  Builds maturity toward more proactive operations, etc. Source: ITSM Solutions DITY Weekly Newsletter, Vol. 6.8 • February 26, 2010
  14. 14. 1. Types of calls fault new or additional services information, guidance
  15. 15. 2. Ticket classification Fault Shipping system Cannot print
  16. 16. Ticket priority 3 2 1 Urgency 3 3 2 4 3 3 Impact
  17. 17. SD focus  Ticket logging  Resolve according to priority  Aim for a high 1st fix rate  Targets?
  18. 18. SLOs 16 hr 8 hr 2 hr 3 2 1 Urgency 3 3 2 40 hr 4 3 3 Impact
  19. 19. Service Desk metrics drive  Improved resolution & response to business users  Improved system availability  Reduced time spent fire fighting  Improved root cause solving capabilities  Improved project management capabilities  SD cost reduction
  20. 20. Platform Front End Decision support system, web browser interface, mobile device support Design Tools Delivering custom-tailored solutions Predefined SaaS – ETL models ConnectorData extraction, synchronization andintegration with ERPs; data entry Supporttemplates
  21. 21. How it works  Users access models in real time from web-enabled PCs and mobile devices InternetCustomer SaaS ETL Best DBMS Connector CRM Sales practices Blogs Whs Mfg AP Retail Tutorial s Logistics IT Help AR Expense  Connector extracts data from KPIOL data center customer database, encrypts and sends it to the KPIOL data center  KPI Online hosts library of  KPIOL knowledge base predefined models and community provides  Connector supports nearly any  KPIOL partner adapts these valuable support to RDBMS and data file format to specific customer needs, customers and partners (including .XLS y XML) or develops custom solutions  Data replication jobs can be scheduled
  22. 22. IT Performance Management Suite
  23. 23. IT Performance Management Suite
  24. 24. Demonstration
  25. 25. Delivery 2. ADNPRO Service Desk Dashboard 4. KPI Online SaaS 6. Services – adoption of best practices, management by KPIs
  26. 26. Questions?
  27. 27. ADNPRO S.A. de C.V. Huberto Garza Partner / Senior Consultant cell +52 1 81.1690.3628
  28. 28. Backlog  Manage it to avoid negative impact to service
  29. 29. (backlog notes) The reasons for the rising trend could include:  Second line support personnel are not closing tickets in your ITSM tool.  Resourcing level may not reflect the current volume of tickets being received on the Service Desk.  The organizations Change and/or Release practice is causing unscheduled spikes in incident volume  Are their particular workgroups with particularly high backlogs that could indicate a bottleneck?
  30. 30.  Work Types Classifications of Work Resource Performance Time Distribution Team Performance against SLAs
  31. 31. SDI  Number of incidents and service requests  Average time to respond  Abandon rate  Incident resolution Time  First contact resolution rate  Percentage of incidents resolved within Service Level Agreement  Re- opened incident rate  Backlog management  Hierarchical escalations (management)  Functional escalations (re-assignment)  Average resolution time by priority  Average resolution time by incident category  Comparison of SLA goals to actual results  Remote control and self- help monitoring measured against goals  Total cost of ownership  Relative cost per incident by channel (method received)  Cost per incident or service request
  32. 32. How do I clear a backlog of ServiceDesk tickets without overtime? 1. Implement measures and approaches to increase 1st Call Resolution. a) Set a target/SLA, measure it daily for the month to date and report back to the team. b) Publicly praise the Analyst(s) resolving the most calls. c) See if some further coaching or training can help those staff members who are resolving the least at first call. d) Set targets around adding to the knowledge base, updating it, and using it. 2. Ensure that when you get major outages you do all you can to head off calls from them. a) Set up an IVR message on the Service Desk phone system so you do not get the calls coming through about known major incidents. b) Set up a web notification/noticeboard for planned and unplanned outages, and encourage users to check there first. 3. You are probably getting a lot of follow-up calls for existing incidents. a) Identify which 2nd Level teams have the most open and aging incidents. Target them first. b) Notify customers that you have a backlog that you are working through, and set an expectation so that they only need to call if the open incident or request is urgent. c) Of course as you reduce the backlog, youll get less chase-up calls, freeing up your staff to resolve or progress more of the backlog! 4. Make sure that the different types of incidents and requests held at Service Desk level have queues in the ITSM toolset that relate to that type of ticket. E.g. have a Tier 2 queue for Service Desk resolvable calls that cannot be resolved at first call, and have a Service Desk queue for calls where you are waiting for customers to supply further info (these should be in an on hold status anyway with the SLA clock not ticking). You might find that other queues for the Service Desk make sense once you start thinking down this path. 5. If your phone system allows it, set certain staff that are good resolvers or queue clearers to only receive calls when everyone else is busy. Then set them the task for the day week for clearing down a certain queue. If you are able to give them the task for a week, all the better, as a sense of ownership (and hopefully pride) can then form in regards to how they manage that queue. 6. Check on a daily basis that each Analyst has taken responsibility to progress any tickets open in their own WIPbin or personal queue.