how do you measure up? determining what metrics matter most appa b&f conference, savannah ga....
TRANSCRIPT
How Do You Measure Up?
Determining What Metrics Matter Most
APPA B&F Conference, Savannah GA. 9/14/2009
Wayne Turnbow
IT Services
Department Manager
TID
Agenda
• Who we are• IT Service Management• ITIL• Measurement & Control• OLA creations• Example• Conclusion
APPA B&F Conference, Savannah GA. 9/14/2009
TID
History• Founded in 1887, first Irrigation District in California• Irrigation Delivery beginning in 1900• Electric Delivery beginning in 1923• TID is one of only four Irrigation District’s in California
that provides water and electricity• Governed by a 5-member publicly elected Board of
Directors
APPA B&F Conference, Savannah GA. 9/14/2009
TID
• 662 square miles of Electric Service Area
• 307 square miles in Irrigation Service Area
APPA B&F Conference, Savannah GA. 9/14/2009
TID
WATER• 250 miles of irrigation
canals and laterals• 5,800 Growers served• 149,500 Total number of
acres irrigated
APPA B&F Conference, Savannah GA. 9/14/2009
TID
POWER• In excess of 98,000
residential, farm, business, industrial and municipal electric accounts
• TID generates 501 megawatts internally
• Independent Control Area (2005)
APPA B&F Conference, Savannah GA. 9/14/2009
IT Service Management
• What is IT Service Management?– Service Management is a set of specialized
organizational capabilities for providing value to customers in the form of IT services.
• Body of knowledge– ITIL– COBIT– ISO 20000– PMBOK– Six Sigma
• Based on Best (Good) Practices
APPA B&F Conference, Savannah GA. 9/14/2009
ITIL
• Developed by the British Government– 1980’s– Measured Well run IT organizations vs. Less than ideally
run IT organizations– Developed a framework of Best Practices in the use of IT
resources
• ITIL V2– Released in 2001 – Process focused best practices in IT Service Management
• ITIL V3– Released in 2007– Lifecycle approach to IT Service Management – Emphasis on IT to Business integration
APPA B&F Conference, Savannah GA. 9/14/2009
ITIL – Key Concepts
• Value– Utility– Warranty
• Processes– Defined– Repeatable– Documented
• Service Level Management– SLA– OLA– UC
• Continual Improvement
APPA B&F Conference, Savannah GA. 9/14/2009
Deming Cycle
APPA B&F Conference, Savannah GA. 9/14/2009
ITIL Service Lifecycle
APPA B&F Conference, Savannah GA. 9/14/2009
Measurement and Control
• Defined– What is not defined cannot be controlled
• Controlled– What is not controlled cannot be measured
• Measured– What is not measured cannot be managed
ThereforeWhat is not defined, controlled, measured and
managed cannot be improved!
APPA B&F Conference, Savannah GA. 9/14/2009
Metrics Triangle
APPA B&F Conference, Savannah GA. 9/14/2009
Productivity
EffectivenessCustomer Satisfaction
Where Do We Start?
• Business Needs– What are the Business needs for specific applications
• Customer Needs– Pain points– Identify issues unknown to IT
• Automated Measures– ACD system– Ticketing systems
• Identify Components to Baseline– Markers or stating points for later comparison– Measure it as it is today!
• Develop Internal Standards– OLA’s
APPA B&F Conference, Savannah GA. 9/14/2009
Talk to Your Customers
• Survey your Customers– Find any pain points– Find any issues unknown to IT
• Determine Their Needs– SLA Development
• Determine Internal Capabilities– OLA Development
APPA B&F Conference, Savannah GA. 9/14/2009
Operating Level Agreement (OLA)
• Similar to an SLA (Service Level Agreement)
• Internal Agreement• Identifies
– Who does what– How they are to do it– How quickly– ID’s how to measure performance
• Internal Standard of Service
APPA B&F Conference, Savannah GA. 9/14/2009
Operating Level Agreement (OLA)
• General Overview – Purpose, Goal and Objective of agreement
• Service Description – Technical description of service provided
• Parties Responsible – Who are the Stakeholders
• Customer Requirements – Their Hours of operation, how they will act and when and how they will
request service
• Service Provider Requirements – Who they are, how they will act and respond to requests
• Hours of Coverage, Response Times and Escalation– Providers hours, how to contact them, response times
• Reporting, Reviewing and Auditing– Who reviews services and how often
APPA B&F Conference, Savannah GA. 9/14/2009
Survey
• Listen to Your Customers– “I leave messages, but no one calls back”– “Can’t get anyone on the phone”– “Don’t know what is happening to my
requests”– “Didn’t get what I really wanted”
• Identify Pain Points – Communications from IT was Poor– Inconsistent service levels– Inconsistent service delivery
APPA B&F Conference, Savannah GA. 9/14/2009
Help Desk Call Stats - Baseline
APPA B&F Conference, Savannah GA. 9/14/2009
A Bigger Picture
APPA B&F Conference, Savannah GA. 9/14/2009
Reality Bites!
APPA B&F Conference, Savannah GA. 9/14/2009
Hourly Volume during Baseline Study
APPA B&F Conference, Savannah GA. 9/14/2009
Develop Internal Service Contract
• Recognize the Customer• Understand why we are here• Identify the Stakeholders• Identify the Business needs• Identify what we can deliver• Identify what we will measure
APPA B&F Conference, Savannah GA. 9/14/2009
Baseline Comparison
APPA B&F Conference, Savannah GA. 9/14/2009
Before
After
Hourly Call Volume – July 2009
APPA B&F Conference, Savannah GA. 9/14/2009
Conclusion
• Understand What the Business Needs• Develop Internal Standards• Develop Agreements with Customers• Measure Your Performance• Act on Your Measurements• Commit to Continual Improvement
APPA B&F Conference, Savannah GA. 9/14/2009
APPA B&F Conference, Savannah GA. 9/14/2009
Contact Information
Wayne Turnbow
IT Services Department Manager
Questions?
Key Performance Indicator Suggestions• % of service requests resolved within an
agreed-upon period of time– SLA / OLA lagging indicator
• Costs of operating call center / service desk– Total cost to run the Service Desk
• Average overdue time of overdue service requests– Aging of requests
• Service request backlog older than xx days– Requests in the pipe line
• Availability– Time a system is usable by customer
APPA B&F Conference, Savannah GA. 9/14/2009
References
• ITSMF– www.itsmfusa.org
• ITIL – www.itil.co.uk– www.itil-officialsite.com– www.itilcommunity.com– www.itilfoundations.com
• Online Survey tool– www.surveymonkey.com
• KPI Library– kpilibrary.com
• Six Sigma– www.isixsigma.com
• Help Desk Institute (HDI)– www.thinkhdi.com
APPA B&F Conference, Savannah GA. 9/14/2009