Establish a Service Metrics Program That Meets Business Needs

Measure IT right and measure it well.

Onsite Workshop

An ineffective metrics program:

  • Is unable to demonstrate value in assisting business operations and achieving business strategies.
  • Fails to understand, monitor, and improve IT service performance.
  • Is unable to predict trends in metrics to prepare for changes in IT operations.

An effective metrics program:

  • Monitors and reports on metrics that the business cares about, improving alignment between IT and the business.
  • Identifies improvement opportunities and demonstrates service and process performance.

Module 1: Launch the Project

The Purpose

  • Identify stakeholders and assemble the project team.

Key Benefits Achieved

  • Stakeholders and high level project objectives defined.

Activities: Outputs:
1.1 Identify stakeholders
  • Determine the key stakeholders and what outcomes they require from the service metrics program
1.2 Define objectives for the service metrics program
  • Determine the objectives for establishing a service metrics program
1.3 Create project charter and obtain sign-off
  • Create and obtain approval for the project charter
1.4 Create metrics to measure value of the service metrics program

Module 2: Define Objectives of the Metrics Program

The Purpose

  • Define objectives of the metrics program based on stakeholder needs.

Key Benefits Achieved

  • Determine business and IT stakeholder objectives.

Activities: Outputs:
2.1 Assess how well the current metrics program is meeting business needs and the maturity of the program
  • Identification of how effectively the metrics program is meeting business needs
  • Understanding of the maturity of current metrics program processes
2.2 Identify current and future business and IT stakeholders
2.3 Determine business and IT stakeholders’ high level goals and requirements for the metrics program
2.4 Identify any unmet goals and requirements

Module 3: Create Metrics Plan to Meet Business Needs

The Purpose

  • A clear understanding of business needs.

Key Benefits Achieved

  • Measure performance from a business perspective using business language.

Activities: Outputs:
3.1 Define service metrics in business language
3.2 Break down service metrics into the relevant IT metrics
  • Service metrics defined
3.3 Establish baseline metrics
  • Baseline for metrics established
3.4 Negotiate target metrics
  • Established target business and IT metrics
3.5 Gain buy-in internally and externally for target metrics
  • Consensus and acceptance of target metrics by all key stakeholders

Module 4: Optimize Metrics Program Processes

The Purpose

  • Report only the relevant data in business terms.
  • Customize reports for each audience.
  • Demonstrate the value of IT.

Key Benefits Achieved

  • Ensure that IT collects the right data, analyzes the right information, and communicates the implications of the analysis to the right stakeholders in a manner that resonates with them.

Activities: Outputs:
4.1 Revisit and clearly define supporting IT metrics based on identified key business needs
4.2 Identify data gathering processes and requirements
  • High quality data is collected and aggregated for analysis
4.3 Assess data completeness and validity
  • IT metrics are translated and transformed into business benefits
4.4 Create customized reports for each stakeholder by providing significant and relevant data
  • Metrics results are customized for key audiences based on their specific goals
4.5 Take corrective actions to address deviations and communicate progress to stakeholders in future reports
  • Success of the metrics system is monitored and corrective actions are put in place

Module 5: Implement Metrics Program

The Purpose

  • Prepare for implementation and effective communication.
  • Understand how the change will impact staff.

Key Benefits Achieved

  • A communication plan based on stakeholder analysis.
  • A roadmap to plan and monitor the service metrics program implementation plan.

Activities: Outputs:
5.1 Develop program rollout plan
5.2 Develop communication plan
  • Develop a rollout and communication plan to carry out the metrics program
5.3 Implement the new metrics program
  • Implement new metric process in the SOP handbook
5.4 Gather feedback and continually update the metrics program
5.5 Measure value
  • Use feedback to continuously improve the metrics program so it better fits business objectives

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