1 / 29

How Do You Measure Up? Determining What Metrics Matter Most

How Do You Measure Up? Determining What Metrics Matter Most. Wayne Turnbow IT Services Department Manager TID. APPA B&F Conference, Savannah GA. 9/14/2009. Who we are IT Service Management ITIL Measurement & Control OLA creations Example Conclusion. Agenda.

lynnea
Download Presentation

How Do You Measure Up? Determining What Metrics Matter Most

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. How Do You Measure Up? Determining What Metrics Matter Most Wayne Turnbow IT Services Department Manager TID APPA B&F Conference, Savannah GA. 9/14/2009

  2. Who we are IT Service Management ITIL Measurement & Control OLA creations Example Conclusion Agenda APPA B&F Conference, Savannah GA. 9/14/2009

  3. History Founded in 1887, first Irrigation District in California Irrigation Delivery beginning in 1900 Electric Delivery beginning in 1923 TID is one of only four Irrigation District’s in California that provides water and electricity Governed by a 5-member publicly elected Board of Directors TID APPA B&F Conference, Savannah GA. 9/14/2009

  4. TID • 662 square miles of Electric Service Area • 307 square miles in Irrigation Service Area APPA B&F Conference, Savannah GA. 9/14/2009

  5. TID • WATER • 250 miles of irrigation canals and laterals • 5,800 Growers served • 149,500 Total number of acres irrigated APPA B&F Conference, Savannah GA. 9/14/2009

  6. POWER In excess of 98,000 residential, farm, business, industrial and municipal electric accounts TID generates 501 megawatts internally Independent Control Area (2005) TID APPA B&F Conference, Savannah GA. 9/14/2009

  7. What is IT Service Management? Service Management is a set of specialized organizational capabilities for providing value to customers in the form of IT services. Body of knowledge ITIL COBIT ISO 20000 PMBOK Six Sigma Based on Best (Good) Practices IT Service Management APPA B&F Conference, Savannah GA. 9/14/2009

  8. Developed by the British Government 1980’s Measured Well run IT organizations vs. Less than ideally run IT organizations Developed a framework of Best Practices in the use of IT resources ITIL V2 Released in 2001 Process focused best practices in IT Service Management ITIL V3 Released in 2007 Lifecycle approach to IT Service Management Emphasis on IT to Business integration ITIL APPA B&F Conference, Savannah GA. 9/14/2009

  9. Value Utility Warranty Processes Defined Repeatable Documented Service Level Management SLA OLA UC Continual Improvement ITIL – Key Concepts APPA B&F Conference, Savannah GA. 9/14/2009

  10. Deming Cycle APPA B&F Conference, Savannah GA. 9/14/2009

  11. ITIL Service Lifecycle APPA B&F Conference, Savannah GA. 9/14/2009

  12. Defined What is not defined cannot be controlled Controlled What is not controlled cannot be measured Measured What is not measured cannot be managed Therefore What is not defined, controlled, measured and managed cannot be improved! Measurement and Control APPA B&F Conference, Savannah GA. 9/14/2009

  13. Metrics Triangle Productivity Customer Satisfaction Effectiveness APPA B&F Conference, Savannah GA. 9/14/2009

  14. Business Needs What are the Business needs for specific applications Customer Needs Pain points Identify issues unknown to IT Automated Measures ACD system Ticketing systems Identify Components to Baseline Markers or stating points for later comparison Measure it as it is today! Develop Internal Standards OLA’s Where Do We Start? APPA B&F Conference, Savannah GA. 9/14/2009

  15. Survey your Customers Find any pain points Find any issues unknown to IT Determine Their Needs SLA Development Determine Internal Capabilities OLA Development Talk to Your Customers APPA B&F Conference, Savannah GA. 9/14/2009

  16. Similar to an SLA (Service Level Agreement) Internal Agreement Identifies Who does what How they are to do it How quickly ID’s how to measure performance Internal Standard of Service Operating Level Agreement (OLA) APPA B&F Conference, Savannah GA. 9/14/2009

  17. General Overview Purpose, Goal and Objective of agreement Service Description Technical description of service provided Parties Responsible Who are the Stakeholders Customer Requirements Their Hours of operation, how they will act and when and how they will request service Service Provider Requirements Who they are, how they will act and respond to requests Hours of Coverage, Response Times and Escalation Providers hours, how to contact them, response times Reporting, Reviewing and Auditing Who reviews services and how often Operating Level Agreement (OLA) APPA B&F Conference, Savannah GA. 9/14/2009

  18. Listen to Your Customers “I leave messages, but no one calls back” “Can’t get anyone on the phone” “Don’t know what is happening to my requests” “Didn’t get what I really wanted” Identify Pain Points Communications from IT was Poor Inconsistent service levels Inconsistent service delivery Survey APPA B&F Conference, Savannah GA. 9/14/2009

  19. Help Desk Call Stats - Baseline APPA B&F Conference, Savannah GA. 9/14/2009

  20. A Bigger Picture APPA B&F Conference, Savannah GA. 9/14/2009

  21. Reality Bites! APPA B&F Conference, Savannah GA. 9/14/2009

  22. Hourly Volume during Baseline Study APPA B&F Conference, Savannah GA. 9/14/2009

  23. Recognize the Customer Understand why we are here Identify the Stakeholders Identify the Business needs Identify what we can deliver Identify what we will measure Develop Internal Service Contract APPA B&F Conference, Savannah GA. 9/14/2009

  24. Baseline Comparison Before After APPA B&F Conference, Savannah GA. 9/14/2009

  25. Hourly Call Volume – July 2009 APPA B&F Conference, Savannah GA. 9/14/2009

  26. Understand What the Business Needs Develop Internal Standards Develop Agreements with Customers Measure Your Performance Act on Your Measurements Commit to Continual Improvement Conclusion APPA B&F Conference, Savannah GA. 9/14/2009

  27. Questions? Contact Information Wayne Turnbow IT Services Department Manager rwturnbow@tid.org APPA B&F Conference, Savannah GA. 9/14/2009

  28. % of service requests resolved within an agreed-upon period of time SLA / OLA lagging indicator Costs of operating call center / service desk Total cost to run the Service Desk Average overdue time of overdue service requests Aging of requests Service request backlog older than xx days Requests in the pipe line Availability Time a system is usable by customer Key Performance Indicator Suggestions APPA B&F Conference, Savannah GA. 9/14/2009

  29. ITSMF www.itsmfusa.org ITIL www.itil.co.uk www.itil-officialsite.com www.itilcommunity.com www.itilfoundations.com Online Survey tool www.surveymonkey.com KPI Library kpilibrary.com Six Sigma www.isixsigma.com Help Desk Institute (HDI) www.thinkhdi.com References APPA B&F Conference, Savannah GA. 9/14/2009

More Related