The Presentation Will Begin At 12PM EST · Service Desk value, raises your profile and demonstrates...
Transcript of The Presentation Will Begin At 12PM EST · Service Desk value, raises your profile and demonstrates...
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Charles Cyna President ThinkITSM Corp.
Learn how to build your CIO an Executive Scorecard that demonstrates Service Desk value, raises your profile and demonstrates Service Improvement. Key Learnings: · The Service Desk has changed - how we measure needs to change too. · What is your Service Desk's value proposition and how do you communicate it. · What does an Executive Scorecard look like and how to build one.
The Presentation Wil l Begin At 12PM EST
Make Service Desk Measurement Relevant to Senior Management!
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Making Measurement from the Service Desk Relevant to Senior Management
Thought Rock Webcast Presenter: Charles Cyna, [email protected]
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A little about ThinkITSM and ITSM Coach
• ThinkITSM provides education, instruments and tools to elevate the practice of IT Continuous Service Improvement Management
• We deliver education and tools in ‘tactical bundles’ which make what we do affordable and practical
• Our virtual model has allowed organizations around the world improve their IT Performance
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Today’s Objective
1. Discuss a measurement methodology showing how folks running the IT Service Desk can and should demonstrate value to Senior Management
2. Provide actionable next steps to improve measurement in your organization
Define, Measure, Achieve. Repeat 4
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Agenda
Senior Management – They Are Different! 1
5 Common Measurement Mistakes 2
5 Step Process for Building a VITO Improvement Scorecard 3
Q&A 4
Define, Measure, Achieve. Repeat 5
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‘Senior Management’ is Different
• A unique stakeholder
Define, Measure, Achieve. Repeat 6
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Understanding Your Measurement Stakeholders
Service Desk Measurement Stakeholders
VITO
Customer
Consumer IT Dept Heads
Technical Stakeholders
Define, Measure, Achieve. Repeat 7
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‘Senior Management’ is Different
• A unique stakeholder
• Making investment decisions based on value NOT activity
• Probably does not fully understand the IT Service Delivery Value Proposition
• Focuses time and organizational investment on best return
Define, Measure, Achieve. Repeat 8
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VITO Concerns
Define, Measure, Achieve. Repeat 9
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Service Desk Value
Define, Measure, Achieve. Repeat 10
Lowest Possible Cost
Highest Possible Stakeholder Satisfaction
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5 Common Measurement Mistakes for VITO
1. Generate reports that are activity based
2. Everything is important
3. Not telling a story
4. Measuring without a goal
5. Measurement and Improvement are disconnected
Define, Measure, Achieve. Repeat 11
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05
101520253035404550
Incidents Meeting SLA (Dec'10)
Typical Report Example
• What is the action
• Too many categories at the same level and many similar categories
• Difficult to compare like-components
• So What Report?
Problems
• This report should be trashed
Solution
Define, Measure, Achieve. Repeat 12
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Example Senior Management Language
Define, Measure, Achieve. Repeat 13
Source: ITSM Coach
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Establishing a Improvement Scorecard for SM
Repeatable
Consistent
Applicable
1- Provide Education on Service Desk Value KPIs
2-Understand Capabilities
Required
3 – Baseline Performance
4 – Set Goals
5 - ARM
Define, Measure, Achieve. Repeat 14
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1 – Education on Value KPIs
Certain KPIs provide proven links to the two key measures driving Service
Desk VALUE
Measures focus on Cost/Satisfaction
Scorecard correlates back to value
Define, Measure, Achieve. Repeat 15
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1 – Define Value Major KPI Relationship Map
16
4 - Cost per SD Contact
7- Agent Utilization
6-Resolution Cost/Incident (TCO proxy)
5 - SDIM Process
Maturity
8 - Agent Satisfaction
3- Resolution to SLO
2 - FPOC
1 - Client Satisfaction
Turnover/ Absenteeism
Schedule Efficiency
Career Pathing Training Hrs Performance Management & Coaching
GOAL - Highest Possible Quality for the Lowest Possible Cost = “Better, Faster, Cheaper”
L1 Resolve Design &
Knowledgebase
First Level Resolution
Quality Cost
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2 - Understand Required Capabilities
Outcome • Measurable Improvement in Customer Satisfaction
Capability
• Need to be able to log client incidents in a consistent and repeatable way
• Need to understand client expectations
• Ability to send surveys to ask about satisfaction
Measure • Measures correspond directly to capabilities and/or outcomes
Define, Measure, Achieve. Repeat 17
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3 - Baseline Current Performance
• A baseline is a snapshot in time of current performance
• Need to produce a measurement summary of how you intend to capture the information.
Define, Measure, Achieve. Repeat 18
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Define, Measure, Achieve. Repeat 19
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Baseline Current Performance
• A baseline is a snapshot in time of current performance
• Need to produce a measurement summary of how you intend to capture the information.
• Action the baseline
Define, Measure, Achieve. Repeat 20
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4 - Set Improvement/Maintenance Goals
1. Without a goal, longer term measurement tends to lose momentum
2. Goals focus improvement action
3. A measurement without a goal is a journey without a destination.
Define, Measure, Achieve. Repeat 36
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5- ARM
• ARM
• Action
• Re-Measure
• Maintain
• Time for Action
• Don’t start a project unless absolutely necessary
• Use visualization to link improvements to outcomes
Define, Measure, Achieve. Repeat 37
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Define, Measure, Achieve. Repeat 38
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Define, Measure, Achieve. Repeat 39
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Define, Measure, Achieve. Repeat 40
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Tying it together
• Making the measures consumable by SM
• Single Screen
• Single Number
• Provide Context
Define, Measure, Achieve. Repeat 41
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Tying it together
Each Measure needs the following:
• A Weighting
• A Confidence Rating
• A Measured Score
• An Improvement Score
Define, Measure, Achieve. Repeat 42
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KPI
Dimension
KPI
Champion Performance Metric (KPI)
Weight
Confidence
Rating
(H,M,L)
Baseline Target Actual
Performance
VALUE
Indicator Tactical
Ref #’s
Quality 1. Customer Satisfaction 30%
Quality 2. First Contact Resolution Rate 12%
Quality 3. Compliance to Restoration Service
Levels 10%
Cost 4. Cost Per SD Contact 15%
Quality &
Cost
5. Service Desk & Incident Process
Maturity 8%
Cost 6. Resolution Cost per Incident 5%
Cost 7. Agent Utilization 10%
Quality &
Cost 8. Agent Satisfaction 10%
Total 100% N/A N/A N/A N/A
CSI “Silver Bullet” - VALUE Indicator
43
Used to focus Improvements & compel
corrective actions to achieve targets.
Results in a single VALUE score that can be
used to trend improvements
72%
Trend of the monthly VALUE
Val
ue
Ind
icat
or
Month
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The Service Value Score Trended Over Time
Define, Measure, Achieve. Repeat 44
Bal
ance
d S
core
card
%
Date Source: ITSM Coach
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The Service Value Score Trended Over Time
Define, Measure, Achieve. Repeat 45
Bal
ance
d S
core
card
%
Date Source: ITSM Coach
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Summary
Measures for SM should be based on Value not Activity
Deliver measures in the context of CSI
In the beginning focus on the meaningfulness of the measures rather than the accuracy of the data
Bad new is good news!
Start small and earn a quick success. Improvement is addictive
Don’t reinvent the wheel
Go to www.thinkitsm.com/thoughtrock and get started today
Define, Measure, Achieve. Repeat 46
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Q & A Any Questions?
Questions & Answers
Define, Measure, Achieve. Repeat 47
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Thank You!
Charles Cyna [email protected]
ThinkITSM www.thinkitsm.com
Contact
Toll-Free: 1.866.HUG.ITSM (484.4874) Fax: 1.647.259.0695 Email: [email protected]
Define, Measure, Achieve. Repeat 48
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