Develop Meaningful Service Metrics

Select IT service metrics that drive business value.

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.

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

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

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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