itSMF Egypt Second Annual Conference 02-10-2010

1. Developing Metricsforbetter itsm Ahmed Al-Hadidi 1

2. About Me Master of International Business Administration (MIBA) – ESLSCA Professional Certificate in Information Technology Management - AUC B.Sc. in Electronics Engineering – Al-Mansoura University ITIL V3 Foundation PRINCE2 Foundation Six Sigma Green Belt EAITSM Member since 2009

3. Agenda Introduction Why Measure? Measurement Framework/Process/Lifecycle Levels of Measurements Balanced Scorecards Tips and Challenges of Metrics Conclusion

4. Why Measure? If You Can’t MEASURE it, You Can’t MANAGE it If You Can’t MEASURE it, You Can’t IMPROVE it If You Can’t MEASURE it, You Probably DON’T CARE About it If You Can’t INFLUENCE it, You Don’t Need to MEASURE it

5. ITSM CSI Approach What is the vision? High Level Business Objectives Where are we now? Assessments Measurable Targets Where do we want to be? How do we keep the Momentum going? Process Improvement How to we get there? Measurements and Metrics How do we know we have arrived?

6. Measurement Framework

7. From Vision to Metrics Vision and Mission We will become the IT service provider of choice Goals and Objectives Our service will meet business defined SLAs Critical Success Factors Resolve Incidents Quickly Key Performance Indicators Reduction in time to respond to a call Metric Reduce Service Desk ATA during business hours

8. Measurement Process Define Implement Monitor Analyze

9. Measurement Lifecycle Define what you should measure Define what you can measure Implement corrective action Gather the data Present and use the information Process the data Analyze the data

11. Define what you should measure

12. Define what you can measure

13. Present and use the information

14. Implement corrective action

15. Process the data

17. Dashboards

18. Scorecards

19. The Balanced Scorecard Financial Customer Internal Processes Learning and Growth

21. Economy of IT Provision

23. Quality of IT Services

25. Efficiency of IT Services Provision

26. Skilled and Experienced IT Staff

29. Economy of Service Desk

31. Quality of Service Desk

33. Skilled and Experienced IT Staff

37. Use Metrics as Indicators

38. Keep it Simple

39. A Few Good Metrics

41. Data Challenges

42. Manual Processes

43. Metrics can Lie

45. Questions