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Developing Metricsforbetter itsm,[object Object],Ahmed Al-Hadidi,[object Object],1,[object Object]
About Me,[object Object],Master of International Business Administration (MIBA) – ESLSCA,[object Object],Professional Certificate in Information Technology Management - AUC,[object Object],B.Sc. in Electronics Engineering – Al-Mansoura University,[object Object],ITIL V3 Foundation,[object Object],PRINCE2 Foundation,[object Object],Six Sigma Green Belt,[object Object],EAITSM Member since 2009,[object Object]
Agenda,[object Object],Introduction,[object Object],Why Measure?,[object Object],Measurement Framework/Process/Lifecycle,[object Object],Levels of Measurements,[object Object],Balanced Scorecards,[object Object],Tips and Challenges of Metrics,[object Object],Conclusion,[object Object]
Why Measure?,[object Object],If You Can’t MEASURE it, You Can’t MANAGE it,[object Object],If You Can’t MEASURE it, You Can’t IMPROVE it,[object Object],If You Can’t MEASURE it, You Probably DON’T CARE About it,[object Object],If You Can’t INFLUENCE it, You Don’t Need to MEASURE it,[object Object]
ITSM CSI Approach,[object Object],What is the vision?,[object Object],High Level Business Objectives,[object Object],Where are we now?,[object Object],Assessments,[object Object],Measurable Targets,[object Object],Where do we want to be?,[object Object],How do we keep the,[object Object],Momentum going?,[object Object],Process Improvement,[object Object],How to we get there?,[object Object],Measurements and Metrics,[object Object],How do we know we have,[object Object],arrived?,[object Object]
Measurement Framework,[object Object]
From Vision to Metrics,[object Object],Vision and Mission,[object Object],We will become the IT service provider of choice,[object Object],Goals and Objectives,[object Object],Our service will meet business defined SLAs,[object Object],Critical Success Factors,[object Object],Resolve Incidents Quickly,[object Object],Key Performance Indicators,[object Object],Reduction in time to respond to a call,[object Object],Metric,[object Object],Reduce Service Desk ATA during business hours,[object Object]
Measurement Process,[object Object],Define,[object Object],Implement,[object Object],Monitor,[object Object],Analyze,[object Object]
Measurement Lifecycle,[object Object],Define what you should measure,[object Object],Define what you can measure,[object Object],Implement corrective action,[object Object],Gather the data,[object Object],Present and use the information,[object Object],Process the data,[object Object],Analyze the data,[object Object]
Measurement Lifecycle and Six Sigma,[object Object],A,[object Object],D,[object Object],M,[object Object],C,[object Object],I,[object Object],[object Object]
 Define what you should measure
 Define what you can measure
 Present and use the information
 Implement corrective action
 Process the data
 Analyze the data,[object Object]
Dashboards,[object Object]
Scorecards,[object Object]
The Balanced Scorecard,[object Object],Financial,[object Object],Customer,[object Object],Internal,[object Object],Processes,[object Object],Learning,[object Object],and,[object Object],Growth,[object Object]
The “IT” Balanced Scorecard,[object Object],Financial,[object Object],[object Object]
 Economy of IT Provision
 IT Contracts ManagementCustomer,[object Object],[object Object]

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Developing Metrics for Better ITSM