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Michelle S. Jaramillo Product Analyst

Metrics: Communicating Value to Your Users. Michelle S. Jaramillo Product Analyst. Innovative Technology built upon yesterday’s values. Presentation Preview. Me and Cherwell Holistic Business Intelligence Metrics Communicating Value Questions? . Michelle S. Jaramillo

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Michelle S. Jaramillo Product Analyst

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  1. Metrics: Communicating Value to Your Users Michelle S. Jaramillo Product Analyst

  2. Innovative Technology built upon yesterday’s values

  3. Presentation Preview • Me and Cherwell • Holistic Business Intelligence • Metrics • Communicating Value • Questions?

  4. Michelle S. Jaramillo • Product Analyst for Cherwell Software. • Develops and manages analytic and visualization features for CSM (Cherwell Service Management). • ITSM & BI industry market research. • Conducts interviews with customers and prospective ITSM software buyers. • Disruptor of the ITSM status quo by pulling various industry technologies and ideas into the IT realm. • Avid analytics advocate and practitioner.

  5. What is Business Intelligence? More importantly, where do metrics fit in?

  6. Holistic Business Intelligence Business Intelligence (BI) is a set of theories, methodologies, architectures, and technologies that turn raw data into meaningful and useful information for a multitude of business initiatives. Business Intelligence is made up of number of components, these are: • Multidimensional aggregation and allocation • Denormalization, tagging and standardization of data • Real-time reporting with analytical alerts • Interface with unstructured data source(s) • Group consolidation, budgeting and rolling forecast • Statistical inference and probabilistic simulation • Key performance indicators optimization • Version control and process management • Open item management

  7. Business Intelligence & Analytics Maturity Descriptive Analytics Predictive/Prescriptive Analytics Diagnostic Analytics

  8. Analytics: The Early Stages Descriptive, Diagnostic • Status Quo • Reactive stance • Looking at the past; post-mortem • Looking in the rear view mirror while driving forward • Start trending and acting on those trends.

  9. The Next Stages: Realized Value Predictive – 2nd Stage • Driving just being able to see beyond the hood of your car. Prescriptive – 3rd Stage • Driving with the GPS on and car drives itself, making corrections based on new and multiple information sources.

  10. Time Consuming Tasks

  11. How Insight is Shared http://reports.informationweek.com/abstract/81/11715/Business-Intelligence-and-Information-Management/Research:-2014-Analytics,-BI,-and-Information-Management-Survey.html

  12. Users and Consumers http://reports.informationweek.com/abstract/81/11715/Business-Intelligence-and-Information-Management/Research:-2014-Analytics,-BI,-and-Information-Management-Survey.html

  13. Metrics What’s the deal?

  14. The Meaning of Metrics THE IMPORTANCE OF LEARNING “A method of measuring something.” “Metric is any type of measurement used to gauge some quantifiable component of a system or process.”

  15. Business Intelligence and ITSM Metrics • Over 200 industry metrics and more with different derivations. • KPIs: Metrics that are combined or calculated against other metrics to provide a summary calculation (ratio or average) of the related metrics. Reporting • Usually done as a paper hand out done in Excel. • This is where people tend to report everything in numbers on every metric. Dashboards • Visualizations (charts, grids, gauges, etc.) • Scorecards • Personalized content

  16. What’s the Deal with Metrics? Metrics are the basis of where we begin our journey into business intelligence. It is the main content for reporting, analytics and dashboards. • How do we know which ones are the right ones for our service desk? • How do we know that what we are reporting is relevant to the business and to the service desk? • How do we navigate with metrics when they are in place? Other Ancillary Questions • Do we have the data available? • Do we have software/people to do the analysis? • Do we have the right processes in place?

  17. Forrester’s 10 Common Mistakes with Metrics 1. “Metrics for metrics sake” 2. Too many metrics 3. Measuring the easy things 4. Focusing internally rather than from a business POV 5. Thinking that all metrics were born equal 6. Trusting benchmarks 7. Metrics are poorly reported 8. Ignoring behavioral issues • Meaning metrics can drive the right or wrong behavior 9. Old metrics never die 10. Not understanding what metrics really mean EvelineOehrlich – Cherwell Global User Conference, “Is Your Service Desk Stuck In The 00s? Or maybe even the 90s?”, 09/2013

  18. Metrics Template User Value Proposition: Users have NO downtime when we prevent problems from occurring. You haven’t experienced any downtime since: “XX XX, 2014”

  19. A Segmented Approach • Consider your audience!!! Metrics for Mitigation: Technicians & Analysts Metrics for Maintaining Strategy: Management Metrics for Momentum and Motivation: CIO Metrics for the Majority: Everyone else

  20. Communicating Value Different methods to help users perceive value

  21. “Customer experience is how your customers perceive their interactions with your company.”

  22. What is Value? People associate value with a price or cost of a service or product. Demonstrating value is, typically, tied to the following: • Cost Control • TCO (Total Cost of Ownership) • Cost Avoidance, Reduction and/or Savings • ROI (Return on Investment) • Generate the most benefit for the least amount of investment whether this is related to a project or operations.

  23. What is Value, Really? Perceived value is often intangible and can be difficult to quantify. IT costs can be completely unrelated to the benefits that users are actually experiencing or receiving. Intangible business value drivers are typically tied to such initiatives such as: Higher productivity (including quality, velocity, effectiveness and efficiency) • Maximum access & availability for all users. • Open and engaging collaboration channels. • Giving the business a competitive advantage. Self-service portal (self-sufficiency) • Availability of training in different formats. • Documentation. • Business Intelligence. Risk avoidance • Legal and compliance issues that are industry relevant. • Enable transparency through out the business so progress can be marketed internally. Overall user sentiment. User adoption rates • Ease of use. • Access to multiple systems without disparity. Innovation • Effective products, processes, services, technologies, or ideas within the market or industry. • Anticipate the needs of the business before the business knows it.

  24. Communicating Value Monetize it! or Manage users’ perception of value with metrics!

  25. Monetizing Value Example

  26. Intelligence for Innovation Intelligence can turn insight into innovation which, in turn, creates VALUE! Examples of predictive analytics at work: Staffing models Volume of tickets Location analytics • Capacity Sentiment Analytics • Collaboration & social channel analysis • Imagine no more surveys! Collective Intelligence • Combines all data source to help in decision making from, from social to collaboration and collective efforts.

  27. The Perception of Value Metrics do matter if they show business value in a tangible or intangible benefit. In an ideal IT organization, metrics should influence strategic business initiatives by providing insight into user awareness. The perception of value should be driven by IT. Goals to achieving this: • Users are constantly aware of what IT is doing to make their jobs and lives better by internal marketing and transparency. • Users are “buying” more from IT. • Users are engaged in metrics that are relevant to them. • Meaning you are using their semantics to communicate to them. • User are participating more within the company by using more IT services. • Communicate, communicate, communicate! • If users don’t understand what your value proposition is, you need to communicate more effectively until they get it!

  28. THANK YOU! If you have questions or comments: Email: michelle.jaramillo@cherwell.com

  29. Links to Resources The Data Warehousing Institute (CBIP Certification and BI Maturity Model) http://www.tdwi.org Information Week’s BI/Analytics Survey http://reports.informationweek.com/abstract/81/11715/Business-Intelligence-and-Information-Management/Research:-2014-Analytics,-BI,-and-Information-Management-Survey.html Books on ITSM Metrics The Definitive Guide to IT Service Management - ITSMf, McWhirter & Gaughan Measuring ITIL - Randy A. Steinberg Metrics for IT Service Management - Peter Brooks ITIL Service Operations Metrics http://wiki.en.it-processmaps.com/index.php/ITIL_KPIs_Service_Operation#ITIL_KPIs_Incident_Management Free courses on Data Science, Statistics, and R Programminghttps://www.coursera.org/ https://www.edx.org/ http://bigdatauniversity.com/ To learn more about value (from a pricing perspective that can be implied to any product or service) http://home.leveragepoint.com/resources/webinars/value-pricing-webinars

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