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Barclay Rae
Metrics That Matter
2
Consulting, Mentoring + Troubleshooting
Media + Research
400+ consulting projects since 1994 www.itsmtv.co.uk www.barclayrae.com
What Metrics do we produce? First Time fix
First Contact Resolution
Response time
Turnaround Time
Abandon Rate
Average Time to Answer
Average Call duration
What Metrics do we produce? First Time fix
First Contact Resolution
Response time
Turnaround Time
Abandon Rate
Average Time to Answer
Average Call duration
System Availability
Server Availability
Application Availability
System response time
No. of incidents
No. of requests
No. of changes
SLA performance
o All the 9s…
o Volumes
o IT Processes
o ‘SLA’ performance
o IT Systems performance
What Metrics do we produce?
Service Expectations
Too much information
IT Services – VFM?
System, not service, reporting
Key Questions
• Do we deliver what our customers need via our
services?
• Can we demonstrate this?
• Would our customers agree?
Moments of truth
• A customer can log on to the website and buy CDs and DVDs
• Doctors and medical staff access records when needed
• Sales staff get information when they need it to help sell products to customers
• Till and EPOS systems area available to checkout staff.
• Logistics teams get the information they need to distribute goods to stores
• Online and communications systems are available to process financial
transactions between organisations
• Call centre systems are available and responsive to staff when customers call in
• Systems are available for access to mobile and broadcast communications
networks
• A system user can access their applications when they need to work
• Support is available, helpful and effective when needed
Reporting Gap
IT + Service Desk Metrics
Business Outcomes
Reporting Gap
IT + Service Desk Metrics
Business Outcomes
Reporting Gap
IT + Service Desk Metrics
Business Outcomes
IT Service ‘bundles’
Overall metrics
Net Promoter Score
Customer Satisfaction
Sales
Service
Treasury
Service
HR Service
Service
Desk
Logistics
Budget
Overall IT
QOS
What are the challenges?
• Working with Customers – what do they need? • Developing business/non-IT skills
• Commercial negotiation • Marketing + communications • Moving to ‘supply chain’ management
• Overcoming resistance – from IT • Inertia and lack of momentum • Old IT/ITIL thinking ‘Walk the walk’ with our customers
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Thank you for listening… For more information: bjr@barclayrae.com @barclayrae www.barclayrae.com www.itsmtv.co.uk
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