itSMF New Zealand Presentation on Developing IT Performance Management in Your IT Organization

1. Measuring Success! How to Develop and Implement an ITIL Performance Management Framework it SMT nz 2010 Conference Auckland, New Zealand

2. Measuring Success! Overview Agenda © 2010 IBM Corporation Use of Key Performance Indicators in ITIL 3 IT Performance Management and Measurement 1 Internal Use of IT Scorecards 4 Background of Balanced Scorecard 2 ITIL Service Level Management 5 Questions & Answers 6

4. Measuring Success! Overview Agenda © 2010 IBM Corporation Use of Key Performance Indicators in ITIL 3 IT Performance Management and Measurement 1 Internal Use of IT Scorecards 4 Background of Balanced Scorecard 2 ITIL Service Level Management 5 Questions & Answers 6

7. Business depends on IT performance management IT Performance Management is a Critical Tool to Enable IT Service Management © 2010 IBM Corporation

8. Measuring Success! Overview Agenda © 2010 IBM Corporation Use of Key Performance Indicators in ITIL 3 IT Performance Management and Measurement 1 Internal Use of IT Scorecards 4 Background of Balanced Scorecard 2 ITIL Service Level Management 5 Questions & Answers 6

9. The Original Balanced Scorecard Concept © 2010 IBM Corporation

10. The Original Balanced Scorecard Concept Adapted to an IT Scorecard © 2010 IBM Corporation

11. Measuring Success! Overview Agenda © 2010 IBM Corporation Use of Key Performance Indicators in ITIL 3 IT Performance Management and Measurement 1 Internal Use of IT Scorecards 4 Background of Balanced Scorecard 2 ITIL Service Level Management 5 Questions & Answers 6

13. ITIL V3 Processes and Functions © 2010 IBM Corporation

14. ITIL V3 Processes Are Decomposed Into Nine Components © 2010 IBM Corporation

15. Sample ITIL Key Performance Indicators – Change Management Process © 2010 IBM Corporation

16. Measuring Success! Overview Agenda © 2010 IBM Corporation Use of Key Performance Indicators in ITIL 3 IT Performance Management and Measurement 1 Internal Use of IT Scorecards 4 Background of Balanced Scorecard 2 ITIL Service Level Management 5 Questions & Answers 6

17. Development of IT Scorecards Requires Determining What to Measure © 2010 IBM Corporation Universe of IT/ITIL Performance Measures IT/ITIL Performance Measures You Determine to Use IT/ITIL Performance Measures You Can Currently Capture

18. Development of Specific Key Performance Indicators Requires Targets and Time Intervals Baseline Current Performance Level Benchmark Target Performance Level Desired Time Interval to Achieve Target Performance Level

19. IT Scorecards Should be Developed at Different Levels of an IT Organization CIO Scorecard Division/Geographic Scorecard Branch/Team Scorecard Kaplan & Norton Cascading Scorecards

20. Development and Management of IT Scorecards Requires a Mix of Resources © 2010 IBM Corporation

23. Your IT Scorecards Integrate with Your IT Organization © 2010 IBM Corporation

24. Measuring Success! Overview Agenda © 2010 IBM Corporation Use of Key Performance Indicators in ITIL 3 IT Performance Management and Measurement 1 Internal Use of IT Scorecards 4 Background of Balanced Scorecard 2 ITIL Service Level Management 5 Questions & Answers 6

26. © 2010 IBM Corporation Improving IT Service Quality Requires Understanding Potential Performance Gaps

27. An IT Service Level Framework is Built Upon Key Performance Indicators © 2010 IBM Corporation

28. IT Service Level Management Process Flow and Outputs © 2010 IBM Corporation

29. IT Service Level Management is the Focal Point for Performance Management and Reporting © 2010 IBM Corporation

30. Measuring Success! Overview Agenda © 2010 IBM Corporation Use of Key Performance Indicators in ITIL 3 IT Performance Management and Measurement 1 Internal Use of IT Scorecards 4 Background of Balanced Scorecard 2 ITIL Service Level Management 5 Questions & Answers 6