The document discusses measuring and improving IT service management. It provides an overview of key areas like the IT service desk, ticket classification and prioritization, service level objectives, and key performance indicators. Metrics for the service desk like resolution times, backlog, and first contact resolution are presented. Managing the backlog is discussed as well as clearing techniques without overtime like increasing first call resolution, outage communications, follow-up reductions, queue organization, and focused resources.

1. Measuring IT
Striving for an outstanding
IT Service Organization
Huberto Garza
ADNPRO SA de CV

2. Huberto Garza
 Founding partner and Senior
Consultant at ADNPRO
 19+ yrs experience in IT
management and consulting
 Last 5 years supporting clients’
improvement initiatives in IT and
other business processes
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3. Business Intelligence (or BI)
 Management tool
 Supports control
 Increase sales,
control expense &
maximize resources
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4. A ‘good’ BI system
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5. A ‘good’ BI system
$
time
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6. A ‘good’ BI system
$
time
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7. Information Technology
Service
Delivery
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8. Information Technology
 Business continuity
 Business efficiency
 Asset protection
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9. IT Management Areas
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10. Where to start?
IT
Service
Desk
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11. IT Service Desk
 1st point of contact
 Knowledge base & tools to
support 1st contact fix
 Escalation
 Track & follow up
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12. Resolve interruptions
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13. Classification
Effective classification helps in many ways:
 Quickly find solutions (workarounds and/or fixes) to Incidents
 Properly route Incidents to the correct support group
 Gather sufficient data to speed diagnoses by nth level support
 Aids in building and maintaining a knowledge base
 Improves customer satisfaction
 Increases user productivity
 Builds maturity toward more proactive operations, etc.
Source: ITSM Solutions DITY Weekly Newsletter, Vol. 6.8 • February 26, 2010
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14. 1. Types of calls
fault
new or additional
services
information,
guidance
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15. 2. Ticket classification
Fault
Shipping system
Cannot print
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16. Ticket priority
3 2 1
Urgency 3 3 2
4 3 3
Impact
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17. SD focus
 Ticket logging
 Resolve according to priority
 Aim for a high 1st fix rate
 Targets?
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18. SLOs
16 hr 8 hr 2 hr
3 2 1
Urgency 3 3 2
40 hr
4 3 3
Impact
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19. Service Desk metrics drive
 Improved resolution & response to business users
 Improved system availability
 Reduced time spent fire fighting
 Improved root cause solving capabilities
 Improved project management capabilities
 SD cost reduction
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21. Platform
Front End
Decision support system, web browser
interface, mobile device support
Design Tools
Delivering custom-tailored
solutions Predefined
SaaS – ETL models
Connector
Data extraction, synchronization and
integration with ERPs; data entry Support
templates
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22. How it works  Users access models in real
time from web-enabled PCs
and mobile devices
Internet
Customer SaaS ETL
Best
DBMS Connector CRM Sales
practices Blogs
Whs Mfg
AP Retail Tutorial
s
Logistics IT Help
AR Expense
 Connector extracts data from KPIOL data center
customer database, encrypts
and sends it to the KPIOL data
center  KPI Online hosts library of  KPIOL knowledge base
predefined models and community provides
 Connector supports nearly any
 KPIOL partner adapts these valuable support to
RDBMS and data file format
to specific customer needs, customers and partners
(including .XLS y XML)
or develops custom solutions
 Data replication jobs can be
scheduled
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23. IT Performance Management Suite
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24. IT Performance Management Suite
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25. Demonstration

26. Delivery
2. ADNPRO Service Desk Dashboard
4. KPI Online SaaS
6. Services – adoption of best practices,
management by KPIs
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27. Questions?

28. ADNPRO S.A. de C.V. Huberto Garza
Partner / Senior Consultant
www.adnpro.com
cell +52 1 81.1690.3628
info@adnpro.com
huberto.garza@adnpro.com

29. Backlog
 Manage it to avoid negative impact
to service
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30. (backlog notes)
The reasons for the rising trend could include:
 Second line support personnel are not closing tickets in your
ITSM tool.
 Resourcing level may not reflect the current volume of tickets
being received on the Service Desk.
 The organizations Change and/or Release practice is causing
unscheduled spikes in incident volume
 Are their particular workgroups with particularly high backlogs
that could indicate a bottleneck?
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31.  Work Types
 Classifications of Work
 Resource Performance
 Time Distribution
 Team Performance against SLAs
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32. SDI
 Number of incidents and service requests
 Average time to respond
 Abandon rate
 Incident resolution Time
 First contact resolution rate
 Percentage of incidents resolved within Service Level Agreement
 Re- opened incident rate
 Backlog management
 Hierarchical escalations (management)
 Functional escalations (re-assignment)
 Average resolution time by priority
 Average resolution time by incident category
 Comparison of SLA goals to actual results
 Remote control and self- help monitoring measured against goals
 Total cost of ownership
 Relative cost per incident by channel (method received)
 Cost per incident or service request
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33. How do I clear a backlog of Service
Desk tickets without overtime?
1. Implement measures and approaches to increase 1st Call Resolution.
a) Set a target/SLA, measure it daily for the month to date and report back to the team.
b) Publicly praise the Analyst(s) resolving the most calls.
c) See if some further coaching or training can help those staff members who are resolving the least at first call.
d) Set targets around adding to the knowledge base, updating it, and using it.
2. Ensure that when you get major outages you do all you can to head off calls from them.
a) Set up an IVR message on the Service Desk phone system so you do not get the calls coming through about known major incidents.
b) Set up a web notification/noticeboard for planned and unplanned outages, and encourage users to check there first.
3. You are probably getting a lot of follow-up calls for existing incidents.
a) Identify which 2nd Level teams have the most open and aging incidents. Target them first.
b) Notify customers that you have a backlog that you are working through, and set an expectation so that they only need to call if the
open incident or request is urgent.
c) Of course as you reduce the backlog, you'll get less chase-up calls, freeing up your staff to resolve or progress more of the backlog!
4. Make sure that the different types of incidents and requests held at Service Desk level have queues in the ITSM toolset that relate to
that type of ticket.
E.g. have a Tier 2 queue for Service Desk resolvable calls that cannot be resolved at first call, and have a Service Desk queue for calls
where you are waiting for customers to supply further info (these should be in an 'on hold' status anyway with the SLA clock not ticking).
You might find that other queues for the Service Desk make sense once you start thinking down this path.
5. If your phone system allows it, set certain staff that are good resolvers or 'queue clearers' to only receive calls when everyone else is
busy.
Then set them the task for the day week for clearing down a certain queue. If you are able to give them the task for a week, all the
better, as a sense of ownership (and hopefully pride) can then form in regards to how they manage that queue.
http://www.silversix.com.au/clearingaservicedeskbacklog
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6. Check on a daily basis that each Analyst has taken responsibility to progress any tickets open in their own WIPbin or personal
queue.