1. Metrics
that
Ma+er:
A
Be+er
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
Proprietary
and
Confiden<al

3. 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
Proprietary
and
Confiden<al

4. Balanced
Scorecard,
a
Bridge?
• Gain
Support
• Bridge
for
Discussion
• Percep<on
of
IT
• Nomenclature
• Alignment
• Top
10
Service
Approach
Proprietary
and
Confiden<al

5. Cherry-­‐Picking
–
This
is
the
?me
for
it!
• Organiza<onal
Knowledge
• Nomenclature
• Maturity
• Business
Benefits
• Measurement
Needs
• Alignment
with
Mission
Proprietary
and
Confiden<al

6. 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
Proprietary
and
Confiden<al

7. Mission
and
IT
Methodology,
in-­‐depth…
• MOF
V3,
V4
• ITIL
V2,
V3
• Six
Sigma
• Val-­‐IT
• ISO
20000
Proprietary
and
Confiden<al

8. Use
of
Frameworks
and
Methodologies
ITIL
SOX
Six
Sigma
Currently
using
HDI
KCS
Planning
to
use
ISO
9000
MOF
Have
used,
no
longer
LEAN
use
TQM
CMMI
Do
not
use,
do
not
plan
to
use
COBIT
ISO
20000
0%
20%
40%
60%
80%
100%
Source:
Informa<on
Week
Analy<cs/HDI
2011
State
of
the
IT
Service
Desk
Survey
Proprietary
and
Confiden<al

9. Know
the
business
99.95%
?
4.79
Availability
Sigma
Proprietary
and
Confiden<al

10. 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.
Proprietary
and
Confiden<al

11. Availability
of
Data
ACD
Proprietary
and
Confiden<al

12. 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
Proprietary
and
Confiden<al

13. Case
Study
Proprietary
and
Confiden<al

14. 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
Proprietary
and
Confiden<al

15. Case
study
1.
Suppor?ng
Business
Change
2.
Ongoing
Business
Value
• Cri<cal
Project
Status
• Effec<ve
IT
Planning
and
Budge<ng
• Changes
Implemented
Successfully
• Openness
and
candour
in
repor<ng
• Business
Sa<sfac<on
with
Solu<ons
• Proven
and
purposeful
innova<on
• Sa<sfac<on
with
strategy,
planning
driving
increases
in
value
and
innova<on
3.
Partnering
for
Outcomes
4.
Sustainable
Business
• Partnering
framework
effec<veness
• Opera<onal
performance
exceeds
• Risk,
integrity
and
security
compliance
acceptable
standards
• Collabora<ve
service
management
• Uninterrupted
business
opera<ons
behaviour
• High
quality
service
to
End
Users
• Well
performing
systems
Proprietary
and
Confiden<al