we are talking at #itsmfest

IT process measurement and assessment …as an IT manager’s tool

You can manage without measuring

Unless what you manage is

bigcomplicated

constantly changing

- just like IT

Three fundamental questions

Why do we measure?

What should we measure?

How to assess the data?

Why we measure

To decrease uncertainty

To prove our guesses

To check the effects of our actions

To demonstrate/report/explain

What we should measure

IT processes:

effectiveness efficiency

productivitycompliance

What we should measure

IT projects:

schedulecost

quality

How to assess the data

From metrics to KPI’s

From a set of KPI’s to an integral score

From process context to overall IT assessment

That is not so easy

Do you have a sufficient set of metrics?

Are these metrics correct and consistent?

Can you collect, process and analyze the data?

Can you act upon the results?

We know how. You can use it

Approach to measurement and

assessment

Metrics for the core ITSM processes

Balanced scorecard for IT

Let’s meet and talk

• Workshop– Monday, December 1, 09:00 - 12:30

• Presentation– Tuesday, December 2, 11:05 – 11:35

Register now

Contact us

Roman Jouravlev

Dmitriy Isaychenko