Collecting management informationCollecting management informationThe key to great leadership? Or a waste of time?The key to great leadership? Or a waste of time?

Kevin BruinSenior Consultant at TOPdesk

•Software•IT Service Management

•Facility Management

•Other domains

•Consultancy•Over 5000 implementations in 40 countries

•Branches in Belgium, the Netherlands, Germany, United Kingdom, Hungary

Management information?

(Key) Performance Indicators

ITILASL

ISOBiSL

Cobit

Measuring KPI’s (1/2)

Measuring KPI’s (2/2)

So why are we here?

Topics

•Making sense of KPI’s

•Choosing the right KPI’s

•Why the business (still) isn’t happy

Making sense of KPI’s

"There are three kinds of lies: lies, damned lies, and statistics."

- Benjamin Disraeli

Inaccuracy of available data

Example: Incident Management (1/3)

Operator Closed

John 57

Matthew 24

Adrien 17

Tim 3

Example: Incident Management (2/3)

Logged Resolved

2 2

Example: Incident Management (2/3)

Logged Resolved

2 2

Measuring period

Logged

Resolved

Example: Incident Management (2/3)

Logged Resolved

2 2

Measuring period

Logged

Resolved

Example: Incident Management (3/3)

Example: Incident Management (3/3)

•Making sense of KPI’s

•Choosing the right KPI’s

•Why the business (still) isn’t happy

Choosing the right KPI’s

"True knowledge exists in knowing that you know nothing."

-Socrates

No size fits all

Every KPI has it’s negative effects!

Example: Police (1/2)

Example: Police (2/2)

•Making sense of KPI’s

•Choosing the right KPI’s

•Why the business (still) isn’t happy

Why the business (still) isn’t happy

Measuring quality

• Technical approach•Focus on internal processes & technology

• Subjective approach•Focus on perceived quality of customer

We usually focus on technical quality

Example: SLA for CRM (1/4)

• International reseller of office supplies

• 80% works in Belgium, rest spread over globe

• Service window CRM: 24/7

• Service Level Agreement: 99% uptime

Example: SLA for CRM (2/4)

• Measurement: Avg. downtime = 50 min. per week (e.g. 99.5% uptime)

• Conclusion: SLA reached!

Example: SLA for CRM (3/4)

Reality

•CRM is most extensively used in Belgium, during office hours

•Reported incidents:Due to heavy usage during Belgian office hours the application needs to be restarted twice a day.

The restart takes only 5 minutes but all unsaved data gets lost

Example: SLA for CRM (4/4)

Conclusion

•Uptime = 99.5%•SLA reached (99%)•Is the business happy?

Perceived quality

Example: Telecom provider

Measuring perceived quality (1/2)

Measuring perceived quality (1/2)

Measuring perceived quality (2/2)

•Periodical surveys to measure perceived quality;

• Using for example SERVQUAL framework๏ Responsiveness๏ Reliability๏ Assurance๏ Empathy

Summary

•Making sense of KPI’s

•Choosing the right KPI’s

•Why the business (still) isn’t happy

Conclusions

Conclusions

Conclusions

Conclusions

Collecting management informationCollecting management informationThe key to great leadership? Or a waste of The key to great leadership? Or a waste of

time?time?

• Great leadership is the key to• collecting management information!