Metrics that Matter, A Better Balanced Scorecard for IT

Metrics that Ma+er: A Be+er Balanced Scorecard for IT

Proprietary and Confiden<al

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 Op<miza<on •  Customer Sa<sfac<on •  Quality •  Risk Reduc<on •  Social Impact

… Star<ng with the End in Mind


Balanced Scorecard, a Bridge?

•  Gain Support •  Bridge for Discussion •  Percep<on of IT •  Nomenclature •  Alignment •  Top 10 Service Approach


Cherry-‐Picking – This is the ?me for it!

•  Organiza<onal Knowledge •  Nomenclature •  Maturity •  Business Benefits •  Measurement Needs •  Alignment with Mission


Know the company

•  The ver<cal market space of your company will affect what is important and even relevant in repor<ng

•  Make sure you have buy in on the importance of what you are repor<ng

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. Analy6cs is just a be9er way to run things-‐-‐run your company on pa9ern recogni6on and facts, not intui6on. Howard Anderson Informa<onWeek


Mission and IT Methodology, in-‐depth…

•  MOF V3, V4 •  ITIL V2, V3 •  Six Sigma •  Val-‐IT •  ISO 20000


0% 20% 40% 60% 80% 100%

ISO 20000 COBIT CMMI TQM LEAN MOF

ISO 9000 KCS HDI

Six Sigma SOX ITIL

Currently using

Planning to use

Have used, no longer use

Do not use, do not plan to use

Use of Frameworks and Methodologies

Source: Informa<on Week Analy<cs/HDI 2011 State of the IT Service Desk Survey


Know the business

99.95% Availability

4.79 Sigma ?


Know the audience

What level are you repor<ng to? A business unit execu<ve wants to see something different than your Service Desk Manager does.


Availability of Data

ACD


Choosing your metrics

•  How would your audience define your success?

•  How do you track that? •  Start with a founda<on of single & simple metrics

•  Grow in to more sophis<cated calcula<ons


Case Study


Case study

•  Large mul<-‐na<onal corpora<on •  Mul<-‐billion dollar annual IT business •  Large government engagement •  Demonstrate contractual compliance to customer

•  Significant depth and complexity to measurement


Case study

2. Ongoing Business Value

3. Partnering for Outcomes 4. Sustainable Business

1. Suppor?ng Business Change

•  Cri<cal Project Status •  Changes Implemented Successfully •  Business Sa<sfac<on with Solu<ons •  Sa<sfac<on with strategy, planning and innova<on

•  Effec<ve IT Planning and Budge<ng •  Openness and candour in repor<ng •  Proven and purposeful innova<on driving increases in value

•  Partnering framework effec<veness •  Risk, integrity and security compliance •  Collabora<ve service management behaviour

•  Opera<onal performance exceeds acceptable standards

•  Uninterrupted business opera<ons •  High quality service to End Users •  Well performing systems

Technology

Metrics that Matter, A Better Balanced Scorecard for IT