Develop Meaningful Service Metrics to Ensure Business and User Satisfaction
Reinforce service orientation in your IT organization by ensuring your IT metrics drive value-driven resource behavior.
Onsite Workshop
Poorly designed IT service metrics:
- Reinforce division between IT and business perspectives of service performance.
- Drive siloed thinking and finger-pointing within the IT structure.
- Prevent IT resources from understanding how their work impacts business value.
Well-designed IT service metrics:
- Confirm service performance and identify gaps.
- Drive service improvement to maximize service value.
- Validate performance improvements while quantifying and demonstrating business value.
- Improve the relationship between the business and IT.
- Achieve higher customer satisfaction.
- Reinforce desirable actions and behaviors from both IT and the business.
Module 1: Design the Metrics
The Purpose
- Define stakeholder needs for IT based on their success criteria and identify IT services that are tied to the delivery of business outcomes.
- Derive meaningful service metrics based on identified IT services and validate that metrics can be collected and measured.
Key Benefits Achieved
- Design meaningful service metrics from stakeholder needs.
- Validate that metrics can be collected and measured.
| Activities: | Outputs: | |
|---|---|---|
| 1.1 | Determine stakeholder needs, goals, and pain points. |
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| 1.2 | Determine the success criteria and related IT services. |
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| 1.3 | Derive the service metrics. |
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| 1.4 | Validate the data collection process. |
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| 1.5 | Validate metrics with stakeholders. |
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Module 2: Design Reports and Dashboards
The Purpose
- Determine the most appropriate presentation format based on stakeholder needs.
Key Benefits Achieved
- Ensure the metrics are presented in the most interesting and stakeholder-centric way possible to guarantee that they are read and used.
| Activities: | Outputs: | |
|---|---|---|
| 2.1 | Understand the different presentation options. |
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| 2.2 | Assess stakeholder needs for information. |
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| 2.3 | Select and design the metric report. |
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Module 3: Implement, Track, and Maintain Your Metrics
The Purpose
- Run a pilot with a smaller sample of defined service metrics to validate your approach.
- Make refinements to the implementation and maintenance processes prior to activating all service metrics.
Key Benefits Achieved
- High user acceptance and usability of the metrics.
- Processes of identifying and presenting metrics are continuously validated and improved.
| Activities: | Outputs: | |
|---|---|---|
| 3.1 | Select the pilot metrics. |
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| 3.2 | Gather data and set initial targets. |
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| 3.3 | Generate the reports and validate with stakeholders. |
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| 3.4 | Implement the service metrics program. |
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| 3.5 | Track and maintain the metrics program. |
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Onsite Workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn’t enough, we offer low-cost onsite delivery of our Project Workshops. We take you through every phase of your project and ensure that you have a road map in place to complete your project successfully.
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