does yygour it organisation measure anything useful? · 2010-03-31 · summary need to see the...
TRANSCRIPT
Does your IT organisation y gmeasure anything useful?
Ivor MacfarlaneIBM
© Copyright IBM Corporation 201011
Does your IT service organisation measure Does your IT service organisation measure anything useful?
First - What is a Service Organisation?
Delivers services to customersDelivers services to customers
So first steps –So …first steps –– What services?
– Which customers?Which customers?
© Copyright IBM Corporation 2010itSMF Hungary, 25-26 March 2010 slide 2
Consider these claims and statements
My car has the best wheels money can buy
This football team only cares about defence
I use this airline becausethe seats are comfortable
We are excellent atrunning our IT systems
© Copyright IBM Corporation 2010itSMF Hungary, 25-26 March 2010 slide 3
Seeing the service
However impressive the bits might beApplications are important– Applications are important
– But they don’t deliver a service on their own
© Copyright IBM Corporation 2010itSMF Hungary, 25-26 March 2010 slide 4
Who is the service for?
publiccustomer
supplier
IT
© Copyright IBM Corporation 2010itSMF Hungary, 25-26 March 2010 slide 5
Service catalogue – the basics
Matching services to customersMatching services to customers
© Copyright IBM Corporation 2010itSMF Hungary, 25-26 March 2010 slide 6
Not always so easy for real
© Copyright IBM Corporation 2010itSMF Hungary, 25-26 March 2010 slide 7
Right Service needs right level of processes
excessive performance
Service used by the businessinsufficient
performance
Processes needed to support service
© Copyright IBM Corporation 2010itSMF Hungary, 25-26 March 2010 slide 8
Measurement attitudes
Find a number
Make it biggerMake it bigger
Feel smug and relax354045
20253035
an easy
5101520 y
number
05
1st Qtr 2nd Qtr 3rd Qtr 4th Qtr
© Copyright IBM Corporation 2010itSMF Hungary, 25-26 March 2010 slide 9
We are supposed to be useful
So express in terms of making life betterMeasure business serviceeasu e bus ess se ce– As used– Independent of delivery– Every kind of change is valid Every kind of change is valid
input
N t b t h i l l Not about sharing sleepless nights with the CEO
It is making sure they sleep It is making sure they sleep all night
© Copyright IBM Corporation 2010itSMF Hungary, 25-26 March 2010 slide 10
Green car , green measure or real green?
MPG?
MPY?MPY?
Cost?
Carbon?Carbon?
Car?
Family?Family?
Company?
Planet?
© Copyright IBM Corporation 2010itSMF Hungary, 25-26 March 2010 slide 11
Planet?
Bigger is not always better
Not always intuitiveP i– Prisons
– ATMs
Floodlights– Floodlights
Measuring real effectsMeasuring real effects– Corporate costs (not IT costs)
– Lost salesLost sales
– Hospital deaths
© Copyright IBM Corporation 2010itSMF Hungary, 25-26 March 2010 slide 12
Success doesn’t always look like it
Some thoughts from a friend – North West Memorial hospital
Strategy – Align your goals with the business and build a Strategy Align your goals with the business and build a framework that will keep it moving.
Outcome Improvement – Transform improvements in process into improvements in business outcomes through aggressive goals.
Process Improvement – Identify and improve troubled areas and begin to socialize the concepts of service management. and begin to socialize the concepts of service management.
“IT has become a risk to the organization.”Problem Statement? Problem Statement?
No – it’s a success statement!
© Copyright IBM Corporation 2010itSMF Hungary, 25-26 March 2010 slide 13
© Joel Splan, North West Memorial Hospital, 2009
Good may be - up, down, both or neither
TotalTotal Incidents Reported
dam
age
Rep
orte
d
nt b
usin
ess
Inci
dent
s R
Significant business impactSi
gnifi
can
Num
ber o
f IN
JanFeb
Mar MayApr Jun Aug
Jul SepOct Dec
Nov JanFeb
Mar MayApr Jun Aug
Jul Sep
© Copyright IBM Corporation 2010itSMF Hungary, 25-26 March 2010 slide 14
© Joel Splan, North West Memorial Hospital, 2009
Unexpected consequences
Many companies are heterogeneous
Can you please all the people all the time?Can you please all the people all the time?
© Copyright IBM Corporation 2010itSMF Hungary, 25-26 March 2010 slide 15
Growing up
The old favourites were easy– Availability percentages
– Response and repair times
New world will be harder– Less to do with our equipment
– Driven by other people’s opinions
– Underpinning society and survival
Focus on value
© Copyright IBM Corporation 2010itSMF Hungary, 25-26 March 2010 slide 16
Customers need to learn their role
Know what suppliers don’t
Understand their commitments
Some things can not be outsourced,Some things can not be outsourced,bought or escaped from– Knowing what is better
– Judgement
– Accountability
– Knowledge and wisdom
© Copyright IBM Corporation 2010itSMF Hungary, 25-26 March 2010 slide 17
We live in interesting times
Stay as you are – survival is not compulsory
People do not change quicklyPeople do not change quickly
And it is mostly about people
Remember that HR is a service provider and you Remember that HR is a service provider and you are the customer
© Copyright IBM Corporation 2010itSMF Hungary, 25-26 March 2010 slide 18
Summary
Need to see the bigger picture before you can think of measuring itMeasuring all the details doesn’t necessarily give you all the measures you needT t f ‘ i d t’ t Try to go from ‘required measurement’ to necessary data – not from available data to easy reportpBring your inner customer to work with you and listen to themEfficiency is a tool to help you achieve targets –not the target itself
© Copyright IBM Corporation 2010itSMF Hungary, 25-26 March 2010 slide 19
Thank you
Questions, comments, opinions- now or later
Contact details:Ivor [email protected]@
+44 7725 706617
Blog: https://www‐951.ibm.com/blogs/ivor
© Copyright IBM Corporation 2010itSMF Hungary, 25-26 March 2010 slide 20