we are talking at #itsmfest
DESCRIPTION
Roman Jouravlev and Dmitry Isaychenko will deliver a workshop on IT process measurement and assessment it Tallinn on December,01.TRANSCRIPT
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