ITSM Academy Webinar Process Integration, Metrics and Setting Expectations


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Frameworks and standards such as ITIL, KCS and ISO/IEC 20000 promote an integrated process approach. Using business-centric examples, this session shows how to design service desk metrics and reports that illustrate the benefits of an integrated approach. The importance of setting expectations about the impact of process improvements on performance metrics, employee morale and customer satisfaction is also discussed.

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ITSM Academy Webinar Process Integration, Metrics and Setting Expectations

  1. 1. 1© ITSM Academy Process Integration, Metrics and Setting Expectations Welcome! #askitsm @ITSMAcademy @ITSM_Donna
  2. 2. 2© ITSM Academy About ITSM Academy  NextGen ITSM Education:  Certified Process Design Engineer (CPDE)  ITIL® Foundation  ITIL Capability (OSA|PPO|RCV|SOA)  ITIL Lifecycle (SS|SD|ST|SO|CSI)  ITIL Managing Across the Lifecycle (MALC)  ISO/IEC 20000 Foundation Bridge  DevOps Fundamentals  Certified ScrumMaster® (CSM)  Agile SM: Applying Scrum to Process Design  Practical, Value-Add Workshops  ITIL/ISO and DevOps Overviews  Building Blocks, Roles, Service Catalog, etc.  Apollo 13, Visible Ops: The Class  And more!  Since 2003 Tens-of-Thousands Trained and Certified  Learner Portal –  GAME ON! An Interactive Learning Experience  Public Classes throughout U.S.  Corporate On-Site Classes  Virtual Classes  Courseware Licensing  Corporate & Partner (GEM)  Alumni Program  PMI Global Education Provider  Certified Woman-Owned ITIL® is a Registered Trade Mark of the AXELOS Limited. | @ITSMAcademy
  3. 3. 3© ITSM Academy Donna Knapp  Author  The ITSM Process Design Guide  Service Desk Concepts, 4th Edition  Customer Service Skills for Service Desk Professionals, 4th Edition  Curriculum Development Manager  Certified Process Design Engineer  ITIL® Expert/ITIL Examination Panel  Certified Scrum Master  Certified ISO/IEC 2000 Consultant/Manager  Certified in Knowledge-Centered Support (KCS) Principles ITIL® is a registered trade mark of AXELOS Limited
  4. 4. 4© ITSM Academy Agenda  Process maturity and integration  Producing meaningful metrics  Setting and managing expectations
  5. 5. 5© ITSM Academy Process Maturity and Integration
  6. 6. 6© ITSM Academy Stages of Process Maturity Process maturity refers to how well a process is defined, how capable it is of being continually improved through the use of measures tied to business goals and how well it is embedded in the organization’s culture.
  7. 7. 7© ITSM Academy Measuring Process Integration Process Maturity #ofIncidents Problem Management Change Management Availability, Capacity, Security, Continuity Management Release Management Are “expected” incidents occurring? Is Mean Time to Recover (MTTR) increasing? decreasing? Is first contact resolution (FCR) increasing? decreasing?
  8. 8. 8© ITSM Academy Define Negotiate Agree Service Level Requirements (SLRs) All Service Management SLRs Targets Achievements Options/Costs Processes Service Level Management SLAs, OLAs, Contracts Monitor Report Review The Role of Service Level Management
  9. 9. 9© ITSM Academy RecordedIdentified Acknowledged Resolved Closed Initial Response Target Line 1 Escalation Target OLA target (Acknowledge within pre-defined time frame; based on priority) Line 2 Acknowledgment Target SLA target (Resolve within pre-defined time frame; based on priority) Verify Customer Satisfaction Agreed Reopen Time Escalated Resolution Target Escalation / Notification Alerts Measuring Process State Changes OLAs and Contracts SLAs
  10. 10. 10© ITSM Academy RecordedIdentified Acknowledged Resolved ClosedEscalated Escalation / Notification Alerts Baselining and Improving Process State Changes Event Management Knowledge and Problem Management Change Management
  11. 11. 11© ITSM Academy “You got to be very careful if you don't know where you're going, because you might not get there.” Yogi Berra Producing Meaningful Metrics
  12. 12. 12© ITSM Academy  Customer satisfaction  Performance against service level targets  User productivity  Business impact  Time to value  Trends What should we measure? Measure things that matter to the business!
  13. 13. 13© ITSM Academy Measurement Framework Vision • Strategy, goals and objectives • Deliver cost-effective services in a competitive timeframe CSF • What must happen to achieve process success • Make changes quickly and accurately KPI • Key metric used to manage a process • Increase the number of standard changes • Reduce the number of emergency changes Metric • What is measured to manage a process • Number of changes by type Critical success factors (CSFs) support business goals and objectives.
  14. 14. 14© ITSM Academy Monitoring KPIs Changes by Type 0 500 1000 1500 2000 2500 3000 Jan05 Feb05 Mar05 Apr05 May05 Jun05 Jul05 Aug05 Sep05 Oct05 Nov05 Dec05 Jan06 #ofchanges Emergency changes linked to incidents Emergency changes linked to projects Standard (pre-approved) changes Normal changes
  15. 15. 15© ITSM Academy Measuring Time to Value Time to Value measures the time it takes for the business to realize value from a feature or service. Change Management Release and Deployment Management Business Requirement Value Incident and Problem Management Knowledge Management Early Life Support
  16. 16. 16© ITSM Academy “There is nothing so useless as doing efficiently that which should not be done at all.” Peter Drucker Setting and Managing Expectations
  17. 17. 17© ITSM Academy  Understand how expectations are being set  Capture and monitor Expectations  Influence Expectations Setting and Managing Expectations
  18. 18. 18© ITSM Academy  Examine and overhaul your policies  Communicate policies via Service Catalog, service desk web site, employee handbook, etc.  Report and promote achievements Policies  Contact handling  Complaint handling  Incident management  Request fulfillment  Service transition  Social media Influencing Expectations Information Security Management Service Catalog Management Service Level Management Change Management
  19. 19. 19© ITSM Academy Final Thoughts
  20. 20. 20© ITSM Academy  Designate and educate process owners  Record and act on suggestions and complaints  Manage process design and improvement efforts as projects  Tie projects to wildly important goals  Manage process design and improvement projects as a program  Communicate, communicate, communicate Making Process Improvements Take initiative. Be persistent. Innovate!