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#LEADit
Clive Smith
Julie L. Mohr
Business Value Dashboards
#LEADit
ITSM - DASHBOARDSSome Key Factors In Dashboard Design
• Easy to use
• Interactive
• Targeted to the user / audience
• Drill through to detail
• Reference multiple data sources
• Secure data access based on profile
• Cascade data from the detail targeted to the user
• Provide value add recommended Dashboards / Reports
JLM1
Slide 2
JLM1 In ITSM, your tool provides the top three layers of the SKMS. The audience view you decribe here is referred to as the "Presentation" layer - it
provides the ability for each audience to have access to the right information at the right time to support decision making. If you are going to sell
to the ITSM industry you may want to consider adding some of the specific references to how it fits within the service management framework.Julie L. Mohr, 2/16/2014
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ITSM - DASHBOARDSSome Key Factors tied to ITSM
• Provides the I-K-W layers of the service knowledge management system
• Supports decision making (DIKW model)
• Targeted to the user / audience (presentation layer)
• Create appropriate queries for required visibility of operations
(knowledge processing layer)
• Integrates multiple data points independent of product vendor or
platform (data integration layer)
• Continual Service Improvement
• Identify improvement opportunities for services, processes, and
underlying technology
• Create KPIs aligned with the strategy and goals of your organization
JLM2
Slide 3
JLM2 Just some ideas off the top of my head of how it connects to service managementJulie L. Mohr, 2/16/2014
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ITSM - DASHBOARDSWhere does the data come from and what is it telling me?
• Is the data related across these repositories?
• Should I have a Dashboard for each data source?
• Can I have a Dashboard that consolidates these feeds into something that I
can understand?
Detail
Data
Data Collection Point
Consolidation
Up To The Next Level
Integration LayerIntegration Layer
Data LayerData Layer
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ITSM - DASHBOARDSDashboard Content and Use
• Dashboard, design and content should be aligned to the IT Organization
structure
• Detailed data needs to be summarized and translated up the tree and the
conversation transformed and aligned to each persons role and responsibility
Presentation LayerPresentation Layer
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BVD - DASHBOARDSTechnology Benefit
• Needs to change the conversation with the Business
• Articulate the value of IT
• Continue to demonstrate the efficiencies and business benefit that
Technology delivers
Sample ANZ Bank
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ITSM – Role Specific InformationExample: Detailed Data from Incident Management
• Interest in the data will be slightly different based on the role and
responsibility of the person viewing this information
Detailed Data From Incident Management
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ITSM – Role Specific InformationExample: Each Role Will Require Something Specific
From The Same Data Source
• The cascade of information will be summarized to the next level and so on
Detailed Data From Incident Management
Service Desk
Manager
Operations
ManagerMajor Incident
Manager
Service Level
Manager
General Manager
Operations Horizontal Communication
Vertical Communication
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ITSM – Service Desk ManagerFrom The Ground Up: Detailed Incident Data
• Provides important metrics for management of Incidents and
Requests
Service Desk
Manager
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ITSM – Major Incident ManagerFrom The Ground Up: Detailed Major Incident Data
• Keep the business informed of service restoration
Major Incident
Manager
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ITSM – Service Level ManagerFrom The Ground Up: Detailed SLA Data
• View service level breaches for the days processing
• Same data, varying need and understanding
Service Level
Manager
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ITSM – Project DirectorFrom the Ground Up: Summarized Project Data
• Traffic light alert system for project portfolio
• Provides important metrics for management of projects
Project
Director
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ITSM – Asset ManagerFrom the Ground Up: Summarized Infrastructure Data
• Leased Assets Penalty Report – Past 6 Months
Asset / Vendor
Manager
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ITSM – Operations ManagerFrom the Ground Up: Summarized Operational Data
• Viewed by service managers, service desk manager, operations
manager, and the CIO
Operations
Manager
Service
Manager
Service Desk
Manager
CIO
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ITSM Dashboards…From the Ground Up
• Detailed Data Summarized, based on need and user
Multiple Sources
Integrated
Detailed Data
Data Presented
& SummarisedFor Analysis and
Decision Making
Service Desk
Manager
Operations
ManagerMajor Incident
ManagerService Level
Manager
General Manager
Operations
Presented & Tailored to
Role and ResponsibilityWisdom
Knowledge
Information
Data
Wisdom
Knowledge
Information
Data
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BVD Dashboards…So what data / conversation percolates from the CIO to
the business?
Data Summarised
For Analysis and
Decision Making
Service Desk
ManagerOperations
Manager
Major Incident
ManagerService Level
Manager
General Manager
Operations
Tailored for specific
Roles and Responsibilities
Chief Information
Officer
Chief Executive
Officer General Manager
Retail
General Manager
CommercialChief Financial
Officer
Human Resources
Director
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BVD Dashboards…The CIO management team should be providing the CIO with relevant
information around the Major Service Business Impacts.
Classification of Major Incidents like:
• Unexpected
• Known Production Bugs
• Incidents Caused By Change
• Infrastructure Faults
The CIO will then have a conversation
with the business outlining:
• Financial Impacts
• Risks
• Action Plans
• Discussion Point
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BVD Dashboards…DetailsThe CIO may need to drill into the supporting detail if
requested by the businessIn this example the 25
Major Incidents resulted
in 183 hours on
unavailability of service.
The Services interrupted,
the number of times it
was unavailable and
hours of impact
The date and time of the
impact hours of
downtime.
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This Dashboard is great for the Manager of Projects, it provides
an overall summary the touch points that are important to them
What message will be communicated to the CIO and then on to the Business ?
The CIO and the business are interested a few key metrics:
• Budget Blowout
• Project Risks
• Action Plans / Discussions
PPM Dashboard and BVD
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BVD Must Provide Detail
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This Dashboard is great for the Manager Desktop Leased Assets, it provides
an overall summary the touch points that are important to them, total count,
manufacture by model by month.
What message will be communicated to the CIO and then on to the Business?
Infrastructure - Asset Dashboard
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The CIO and the business are interested a few key
metrics and they will need to drill down to the detail if
required:
Key Metrics
• Leased Penalties Costs
• Average Monthly Penalties
• Forecast Loss Going Forward
• The Current Failed Return Ratio
• Project Risks
• Action Plans / Discussions
BVD For Leased Assets
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In this example, the dashboard is referencing a software asset management application specifically
looking into Microsoft software, on of the key metrics to measure is the “Software Utilization
Balance”, in this example software we purchased and how well it is being utilized and the 2nd,
software we deployed and that we have not paid for – “Exposure”
Summary of detailed data
ITSM – Software Assets
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BVD - Pulling IT all Together
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The BVD Challenges Common For Most Companies
• Data Modelling from bottom to top is not consider in the design of a solution
• Companies struggle with legacy data
• Most IT Departments operate in silo’s
• Most Data stores operate in silo’s
• IT processes are disconnected
• Related Data is very much disconnected
• Data bound for the Executive Dashboards is massaged
• IT is not run as a business and therefore struggles to communicate IT STUFF
into Business SPEAK
The BVD Dashboard is very much dependent on strict processes, data
quality and an understanding of what the business expect from IT and
how it communicates the message of the benefits IT delivers
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Summary Business Value Dashboards
• Improves the communication between IT and the Business
• Provides transparency and demonstrates IT maturity
• Drives process improvements
• Increases your overall ITSM maturity
Detail Data
Summarized
Wisdom
Business
Conversation
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Questions