Gathering data on IT maintenance workJos de Weerdt

2About Ordina

Turnover H1 2014: 185 Mio euro

- 2.890 FTE

IT Managed Services

- Turnover H1 2014: 26,4 Mio euro

- 200 FTE

− Figures as published on August 26th 2014

Why bother to gather time spent data?

4Why gather time spent data on IT maintenance work?

Most Economically Advantageous Tenders

− price tends to influence the outcome of a tender more than you realize.

Executing contracts

− less time spent in the ‘fixed part’ shows in the bottom line.

Some challenges to tackle...

6The challenges we faced introducing the tooling

Around 4.500 calls are logged monthly.

General Servicemanagement Tool behavior.

Officers find time spent recording a pain in the ***.

Our solution to these challenges…

8This is the overview of our servicemanagement environment

Servicemanagement Tool

SAP

Time spent scribbles

Aggregated time spent data

Officers process calls

Officers confirm aggregate time spent

Automated data gathering

Officers adjust and verify ASTRID

9Some results of the automated data gathering process

22.000 time spent scribbles are collected per month.

75% of the scribbles contain less than 30 minutes of time spent.

10% of total scribbles vs "amount of time in a scribble”

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240.

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Time in a scribble (min)

11Zooming in on “the first 30 minutes” does reveal more details…

0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 300%

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Time in a scribble (min)

Why we think our solution is a success…

13Why we believe automation of data gathering is a success…

0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 300%

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1: Accuracy

Time in a scribble (min)

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2: Timeliness

Why we believe automation of data gathering is a success

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Can we sit back and relax…

16Do future developments cause changes to our approach?

Time spent recording doesn’t change

Team velocity needs to be recorded

DevOps

Agile / Scrum

17About Jos de Weerdt

27 years in IT, the majority of which in IT maintenance organizations.

Responsible for the Business Information Management team in the IT Managed Services division of Ordina

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www.ordina.nl