This document summarizes Francis Gacenga's research journey exploring ITSM performance measurement. The research included a literature review, survey of ITSM professionals, and six case studies. The survey found that the balanced scorecard is commonly used for performance measurement and that metrics are correlated with the use of performance frameworks. Case studies identified factors like organizational culture, governance, and industry that influence metric selection. A conceptual model was developed and confirmed showing that internal and external contingency factors impact an organization's choice of ITSM metrics.

1. An ITSM Research Journey:
Findings, Experiences,
Reflections
Francis
Gacenga

2. Road Map
Introduction
The Research
Research Findings
Reflections
Discussion

3. Introduction
Work
Researc
h

4. The Research
Information
Information
Technology/Systems
Technology/Systems
Management
Management
Information Technology
Information Technology
Service Management
Service Management
(ITSM)
(ITSM)
ITSM performance
ITSM performance
measurement
measurement

5. Research Design

6. Conceptual Model

7. Literature Review

8. High Level ITSM PMF

9. Survey
Method
Purposive sample of itSMF Australia members
2085 surveyed, 263 responses, 214 usable
Key Quantitatives
BSC mostly in use, close to half do not know PMF in use
Significant correlation between metrics and PMF use
Process benefits related to organsiation level benefits
Key Qualitatives
Process metrics focused on outcomes, stage, types, conduct
Typical quantity and quality measures in use
Measuring practice and challenges

10. Refined Conceptual Model

11. Case study method: 6 case studies, 2 hour structured
interviews, content analysis and cross case analysis
P
u
b
l
i
c
Client Services Director
• Admin - IT managed
service provider
• 200 to 999 staff
$
P
r
i
v
a
t
e
Service Plan Director,
Performance Manager
• Health & community
services
• > 10,000 Staff
$5 to $9 Million
ITSM 4 years
A
$
• IT managed service
provider
• > 10,000 staff
> $150 Million
ITSM 7 years
ITSM 8 years
•Education
•5,000 to 9,999 staff
B
$
Services Manager,
Reporting Analyst,
Project Office Manager,
Operations Manager
QA & Certification
Manager
$
> $150 Million
Biz Integration Manager,
Service Level Manager,
Service Manager,
IT Serv. Office Director,
C
> $150 Million
ITSM 3 years
E
ITSM 4 years
D
Service Desk Manager
•Health & community
services
•2,000 to 4,999 staff
•Not for Profit
•200 to 999 staff
$
> $150 Million
$
> $150 Million
ITSM 1 year
F

12. Factors Influencing the Selection of ITSM Metrics
Organisation culture
INT
ITSM manager
perspective INT
Legislation EXT
A
B
INT
Governance,
Strategy & goals
IS Function structure
ICT tools in use
F
E
Senior
management
philosophy INT
Industry sector
EXT
C
D
KEY:
INT – Internal
EXT - External

13. ITSM Performance Metrics Selection Model
ITSM Performance
DIMENSIONS & Sample
Metrics
SERVICE
External Contingency Factors
•
•
•
•
Legislation (5)
Industry sector (5)
ITSM resources (4)
External customers (3)
• Customer satisfaction of end-to-end
service
• Response time
• Transaction time
Internal Contingency Factors
Parent Organisation
FUNCTION
• Actual spend against budget
• Number of complaints and compliments
PROCESS
•
•
•
•
Number of incidents
Number of successful changes
Incidents caused by changes
Operating level agreement breaches
TECHNOLOGY
• Network bandwidth usage
• Server power consumption
•
•
•
•
•
•
•
•
Selection of
ITSM
Performance
Metrics
Governance framework (6)
Corporate strategy & goals (6)
Organisation culture (5)
Senior management philosophy (5)
Internal customers (4)
Corporate performance framework (3)
Senior management needs (3)
CIO influence (3)
IS Organisation
•
•
•
•
•
•
•
IS function structure (6)
ITSM & ICT tools in use (6)
IS manager perspective (5)
IS function size (4)
IS goals (3)
IS function maturity (3)
IT operations staff influence (3)
Based on
Saunders and
Jones (1992)
and Myers et
al. (1997).

14. Confirmed Conceptual Model

16. Sample Metrics with
Constituents

17. Reflections

18. Discussion

19. THANK YOU
Links to publications available at:
http://works.bepress.com/francis_gacenga/
http://
eprints.usq.edu.au/view/people/Gacenga=3AFrancis=3A=3A.html

20. Case Study: Factors Influencing the Selection of ITSM Metrics
INT
Governance,
Strategy & goals
IS Function structure
ICT tools in use
ABC
DEF

21. Case Study: Factors Influencing the Selection of ITSM Metrics
Organisation culture
INT
ITSM manager
perspective INT
Legislation EXT
AB
DEF

22. Case Study: Factors Influencing the Selection of ITSM Metrics
AC
DEF
Senior
management
philosophy INT
Industry sector
EXT