19. • Inputs - coding and categorisation is key
– Logging, status, closing/cause, breach categories
• Develop ‘Bundles’ of relevant metrics – e.g.
– Service Desk ABR/AHT/ATR/FCR/ATA/TAT
– IT Teams – ATR/TAT/SLA/OLA/Quality
– Customer/Business Service – CSAT/SLA/NPS/MOT
How do we improve?
23. Metric What Threshold Weighting
Incident Response OLA All Services Target 95% 20%
Incident resolution SLA Weekly review Target 90% 30%
Analyst productivity Weekly review Target 90% 10%
Incidents caused by
changes ration
Systems supported >2 monthly 20%
Incident backlog Outstanding incidents >5% of monthly
total
20%
IT TEAMs
90%
Metric ‘Bundles’
24. Metric What Threshold Weighting
Incident + request SLA All Services 99.5% Target 10%
Major Incidents All Services 99.8% Service
Hours
20%
Service availability All Services Target 90% 20%
Team performance Relative operational
performance
Thresholds
outside 5%
10%
Customer satisfaction Month end billing 100%
availability
20%
Cost per service Target unit costs /
budget
Thresholds
outside 5%
20%
IT MANAGEMENT
93%
Metric ‘Bundles’
25. Metric What Threshold Weighting
SLA Incident/fix <5 per week 20%
Availability Key apps – ERP + Email 99.6% Service
Hours
15%
Customer Satisfaction Weekly review Target 85% 25%
NPS/KCI Weekly review Target 75% 10%
Key Metric – Moment of
truth
Key time availability 100%
availability
30%
CUSTOMER - SERVICE A
100%
Metric ‘Bundles’
26. Metric What Threshold Weighting
SLA Incident/fix =None per
week
30%
Availability Key apps – HR +
Payroll apps+ Email
99.8% Service
Hours
20%
Customer Satisfaction Weekly review Target 90% 10%
NPS/KCI Weekly review Target 90% 10%
Key Metric – Moment of
truth
Month end billing 100%
availability
30%
CUSTOMER - SERVICE B
98%
Metric ‘Bundles’
29. Problem management
Successful problem management will start to turn things around
Think role and person more than process
Raise problems and get them solved (not necessarily solve them)
Too often seen as administrative
Needs clout and strong communications/PM skills
30. Problem management
More about ownership + people than just a process
Problem Management – part analyst, investigator, mostly
project manager
Visibility helps – teams/crowds solve more problems
What are your top 5/10 problems?
Not necessarily just the (successful) ex Service Desk Manager
31. Customer experience drives delivery
SLA is worst case
Manage customer expectations – e.g. keep updated/check closure
Report by customer experience not ITSM process (customer satisfaction
not total # calls logged in a month)
Delivery in order of value to the business
Maximum benefit
Minimum risk
Optimum cost
Fastest possible route to closure
Fix, fulfilment, answer, re-direction etc
Minimum touch points
‘Shift-left’ – more first time fix and Self Service
(cheaper, faster, easier to manage)
Service Experience Principles
33. Getting the right level of information – accurate, up to date,
relevant, useable
To the right person – being aware of the support model and the
levels of knowledge held at different support levels
In a language and format that is appropriate for them – technical
or not, plus summary or detailed, as required for the relevant
support level and skillset
Quickly and when and where they need it – without need for
long searches or trawling through long lists of options, delivered
at the point of service or action as required
Knowledge
35. Shift Left
The ‘no brainer’
Faster
Cheaper
Easier
Just a better customer experience
1 2 3
$10 $100 $300
36. Challenges?
Sounds like a lot of work…?
Most of the information is usually there..!
How much time do you currently
spend/waste on re-inventing the wheel
and useless reporting?
41. #ITSM Goodness
Problem Management is a game changer to stop fire fighting and
start adding value
Visibility helps to get problems solved – so publicise your top 10
problems across IT
In IT we like to build models, tools + processes rather than just
managing people + issues
Metrics in isolation are dangerously misleading – its an eco-system
which needs balance
Processes don’t happen or work by themselves – if there’s no
governance then they’re a waste of time
Documentation is good – but engagement, empowerment and
attitude are even better
