Develop Meaningful Service Metrics

Select IT service metrics that drive business value.

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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.

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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.
  • Understand stakeholder priorities
1.2 Determine the success criteria and related IT services.
  • Adopt a business-centric perspective to align IT and business views
1.3 Derive the service metrics.
  • Derive meaningful business metrics that are relevant to the stakeholders
1.4 Validate the data collection process.
  • Determine if and how the identified metrics can be collected and measured
1.5 Validate metrics with stakeholders.
  • Establish a feedback mechanism to have business stakeholders validate the meaningfulness of the metrics

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.
  • Learn about infographic, scorecard, formal report, and dashboard presentation options
2.2 Assess stakeholder needs for information.
  • Determine how stakeholders would like to view information and how the metrics can be presented to aid decision making
2.3 Select and design the metric report.
  • Select the most appropriate presentation format and create a rough draft of how the report should look

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.
  • Select the metrics that should be first implemented based on urgency and impact
  • Complete the service intake form for a specific initiative
3.2 Gather data and set initial targets.
  • Create a process to gather data, measure baselines, and set initial targets
3.3 Generate the reports and validate with stakeholders.
  • Establish a process to receive feedback from the business stakeholders once the report is generated
3.4 Implement the service metrics program.
  • Identify the approach to implement the metrics program across the organization
3.5 Track and maintain the metrics program.
  • Set up mechanism to ensure the success of the metrics program by assessing process adherence and process validity
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