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Metrics that Matter: A Better Balanced Scorecard for IT

Metrics that Matter: A Better Balanced Scorecard for IT. Common-Sense Principles. Business Mission Balanced Scorecard Cherry-Picking Methodologies Know the Company Availability of Data Audience Choosing your Metrics. What’s your mission?. Revenue Profit Optimization

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Metrics that Matter: A Better Balanced Scorecard for IT

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  1. Metrics that Matter: A Better Balanced Scorecard for IT

  2. Common-Sense Principles • Business Mission • Balanced Scorecard • Cherry-Picking Methodologies • Know the Company • Availability of Data • Audience • Choosing your Metrics

  3. What’s your mission? • Revenue • Profit Optimization • Customer Satisfaction • Quality • Risk Reduction • Social Impact • … Starting with the End in Mind

  4. Balanced Scorecard, a Bridge? • Gain Support • Bridge for Discussion • Perception of IT • Nomenclature • Alignment • Top 10 Service Approach

  5. Cherry-Picking – This is the time for it! • Organizational Knowledge • Nomenclature • Maturity • Business Benefits • Measurement Needs • Alignment with Mission

  6. Know the company • The vertical market space of your company will affect what is important and even relevant in reporting • Make sure you have buy in on the importance of what you are reporting In business, it's not what you don't know that kills you. It's what you think you know that ain't so that will. Analytics is just a better way to run things--run your company on pattern recognition and facts, not intuition. Howard Anderson InformationWeek

  7. Mission and IT Methodology, in-depth… • MOF V3, V4 • ITIL V2, V3 • Six Sigma • Val-IT • ISO 20000 • SAS-70

  8. Prevalent Data Sources Source: Forrester Research, Inc.

  9. Use of Frameworks and Methodologies Source: Information Week Analytics/HDI 2011 State of the IT Service Desk Survey

  10. Know the business 99.95% Availability 4.79 Sigma ?

  11. Know the audience What level are you reporting to? A business unit executive wants to see something different than your Service Desk Manager does.

  12. Availability of Data ACD

  13. Choosing your metrics • How would your audience define your success? • How do you track that? • Start with a foundation of single & simple metrics • Grow in to more sophisticated calculations

  14. Case Study

  15. Case study • Large multi-national corporation • Multi-billion dollar annual IT business • Large government engagement • Using Dashboard to demonstrate SLA compliance to customer • Significant depth and complexity to measurement

  16. Case study 1. Supporting Business Change 2. Ongoing Business Value • Critical Project Status • Changes Implemented Successfully • Business Satisfaction with Solutions • Satisfaction with strategy, planning and innovation • Effective IT Planning and Budgeting • Openness and candour in reporting • Proven and purposeful innovation driving increases in value 3. Partnering for Outcomes 4. Sustainable Business • Partnering framework effectiveness • Risk, integrity and security compliance • Collaborative service management behaviour • Operational performance exceeds acceptable standards • Uninterrupted business operations • High quality service to End Users • Well performance Tax administration systems

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