Team 2 Tecnologico de Monterrey Field Project IIJuan Manuel Cardenas A01307732Maria Lucia Peraza A00787386Amilcar Alfredo Umaña A01307731Gabriel Gomez Silva A00740464Victor Gutiérrez A00665507
Definition Why IT metrics? Defining IT metrics Categorizing IT metrics Validating IT metrics Examples Common mistakes
“IT metrics represent the IT desirable behaviors in the Governance framework; they reflect the impact of IT capabilities on the business” You cannot manage what you cannot control You cannot control what you cannot measure You cannot measure what you cannot define
IT metrics help to achieve the organization’s objectives, such as: Ensure the availability of existing processing capabilities Utilize available staff resources efficiently Timely response to business requests for new features or services Ensure the successful implementation of system changes Manage the cost of delivering IT services and optimize value
Metrics definition are part of process improvement performed during Service Management Phase. Where do we want to be? Vision and Business Process Improvement Cycle Objectives Where are we now? Assesment Process Improvement or How do we get where we want to be? Re-engineering Metrics and Measurements How do we know we have arrived?
Focused on measuring quality, Focused on measuring performancecapacity and service availability. and achievement of objectives. Focused on measuring trends in service and work performance.
Relate the metric to the goal you intend to support. Evaluate each compound metrics components for correctness and applicability. Examine the quality and applicability of all input data for the metric. Examine the metric results applicability to relevant components to which the result may contribute. Perform sensitivity analyses on the metric. * Image: http://ericmartinson.net/wp-content/uploads/2011/07/Network-Marketing-Validation.jpg
Service measures Volume of closed tickets • Shows the volume of closed tickets. On Time Delivery (OTD) • Percentage of tickets resolved in time. • Shows the percentage of tickets that are resolved First Time Right (FTR) correctly. • Shows the percentage of closed tickets that are fully Documentation documented. On time response (OTR) • Shows the average time to take the ticket. • Shows the average time that the ticket is assigned to the Cycle time team (CTT) team. Time validation of the • Shows the average time is that the solution is validated solution (TVS) ticket.
Service measures GraphsVolume of closed tickets SLA FTR
Measure the right things badly. Measure the wrong things, either well or badly. Neglect to measure something important. Extend measures to individual employees. * Image: http://www.lizlockard.com/wp-content/uploads/2012/06/Proper-Measurement-with-Google-Analytics.jpg
Weill, Peter & Ross, Jeanne (2004). IT Governance: How Top Performers Manage ITDecision Rights for Superior Results. First Edition. Harvard Business Press.Smith, Gary T. (2004). A Primer on Metrics, Part Two. Retrieved on October 16,2012 from http://www.informationweek.com/software/business-intelligence/a-primer-on-metrics-part-two/18300123.Lewis, Bob (2011). The four fallacies of IT metrics . Retrieved on October 16, 2012from http://www.infoworld.com/t/it-strategy/the-four-fallacies-it-metrics-181517Spanos, Nicholas (2011). 101 IT Performance Metrics. Retrieved on October 16,2012 from http://www.compaid.com/caiinternet/ezine/Spanos-Metrics.pdf