From ITSM Academy's January 2008 Webinar

1. Metrics and the Service Lifecycle
© ITSM Academy

2. About ITSM Academy
bout S cade y
Accredited ITSM Education Provider
ITIL® Foundation (V2 and V3)
ITIL® Foundation Bridge Course
g
ITIL® Practitioner, Service Manager
ISO/IEC 20000 certifications
Practical workshops
PMI Global Registered Education Provider
Public Training Center in Fort Lauderdale,
P bli T i i C t i F t L d d l FL
Corporate on-site classes
Over 11,000 learners trained since 2003
2007 - Awarded Federal Government Schedule Contract (GSA)
allowing ITSM Academy to become a premier provider of ITSM
education to the US Government
2
© ITSM Academy

3. Agenda
ge da
Designing meaningful metrics
Using metrics to
Underpin business goals and objectives
Integrate your service management processes
Continually improve your service management
processes
Understanding the metrics lifecycle
3
© ITSM Academy

4. Service Reporting Practices
Se ce epo t g act ces
Common practice
Measure what you can
Manually produce reports
Focus on operational performance
Best
B t practice
ti
Implement a service reporting process
Automate metrics monitoring and reporting
Use metrics to measure
What you should measure
Service management capabilities
Process interfaces
4
© ITSM Academy

5. What should you measure?
Vision • Corporate vision, mission, goals and objectives
• IT vision, mission, goals and objectives
vision mission
CSFs • Critical Success Factors
• What must happen to achieve success
KPIs • Key Performance Indicators
• Key metrics used to manage performance
Metrics
• Measures used to manage performance
5
© ITSM Academy

6. Monitoring KPIs a d Metrics
o to g s and et cs
Changes b Type
Ch by T
Emergency changes linked to incidents Emergency changes linked to projects
Standard (pre-approved) changes Normal changes
3000
2500
nges
2000
# of chan
1500
1000
500
0
Mar 05
Nov 05
May 05
Oct 05
Feb 05
Jan 06
Jul 05
Jan 05
Apr 05
Jun 05
Dec 05
Aug 05
Sep 05
6
© ITSM Academy

7. Designing Measurement Systems
and M t i
d Metrics
Important metrics to collect include
Business and IT metrics
Service metrics
Component metrics
p
Process metrics
Progress
Compliance
Performance
M hi h
Measure things that matter and things that can change
d hi h h
7
© ITSM Academy

8. The Process Maturity Framework
e ocess atu ty a e o
Institutionalized process – strategic objectives are
Optimized
aligned with business goals
Well-defined process and process interfaces –
Managed
objectives and targets are based on business goals
Defined Documented process – agreed objectives and targets
Recognized process – no clear objectives or formal
Repeatable
targets
No defined process – some procedures – few results
Initial
retained
8
© ITSM Academy

9. The Metrics Lifecycle – Initial
e et cs ecyc e ta
Few predictive activities are occurring
Data collection activities are seen as taking too
much time – little (if any) knowledge is captured
( y) g p
Process ownership is unclear – accountability is low
Objectives are unclear – few results are retained
j
Little information is available for continuous
improvement – what information is available is
received as criticism
Costs are high (due to inefficiencies) and not fully
understood
Customer needs are ignored – satisfaction is low
Publish standards, gather data, measure data accuracy
9
© ITSM Academy

10. The Metrics Lifecycle – Defined
e et cs ecyc e e ed
Trend analysis is occurring – activities are anticipated
Data collection activities are recognized as valuable –
knowledge is captured
g p
Process ownership is clearly defined – accountability
is negotiated
Objectives are understood – metrics are a motivator
Information is made available for continuous
improvement – received and recognized as valuable
Costs are being managed and more fully understood
Customer needs are recognized – satisfaction is
increasing
Measure process improvement
10
© ITSM Academy

11. The Metrics Lifecycle – Optimized
e et cs ecyc e Opt ed
Activities are predicted or prevented
Data collection activities are automated where possible
Process owners manage by exception – accountability
is high
Objectives are being met – continual improvement is a
j g p
way of life
Information capture and dissemination is a way of life –
reports are used to make all decisions
Costs have been minimized and can be predicted
Customer self-sufficiency is enhanced – satisfaction is
high
Measure process integration
11
© ITSM Academy

12. Measuring Process Integration
g g
Incident Management
Problem Management
nts
Change Management
# of Inciden
Availability, Capacity, Security,
Continuity Management
Release Management
I
Process Maturity
Are “expected” incidents occurring?
Is incident duration increasing? decreasing?
Is first line resolution % increasing? decreasing?
12
© ITSM Academy

13. Communicating Performance
Co u cat g e o a ce
Go for
the Gold
IT Presentations
P t ti Dashboards
D hb d
Themes
R
Reports
t Portals/Intranets Newsletters
13
© ITSM Academy

14. Want to Learn More?
a t ea oe
Now available
ITIL® V3 core and
complementary books
(www.itsmbookstore.com)
ITIL® V3 Foundation
ITIL® Foundation Bridge
Coming soon
ITIL® V3 Service Manager Bridge
ITIL® V3 Capability and Lifecycle
14
© ITSM Academy

15. ITIL® V3 Ce t cat o Sc e e
3 Certification Scheme
15
© ITSM Academy

16. ITSM Academy, Inc.
S cade y, c
16
© ITSM Academy