Upload
others
View
0
Download
0
Embed Size (px)
Citation preview
© 2014 itSMF Problem Management SIG 1
itSMF USA Problem ManagementSpecial Interest Group
Problem Management MetricsModerator
Ted Gaughan
Speaker
John Clipp
PMO/SMO Director
Problem ManagementSIG President
Vice President
Speaker
David Ferguson
President / CEO
1
© 2014 itSMF Problem Management SIG 2
About the Speakers:TED GAUGHANTed has over 30 years of experience in IT engineering, operations, program/project management andITSM, and is the B&D Consulting, Inc. Program Management Office / Service Management Office(PMO/SMO) Director and EAGLE II Program Manager. His certifications include PMP, IT Project+Professional, ISO/IEC 20000 Consultant, ITIL Expert, Process Design Engineer (CPDE) and TIPALead Assessor.
He leads IT service delivery programs/projects for B&D Consulting, Inc. core capabilities - systemsintegration and testing, cyber security and ITSM. Ted is co-author of “The Definitive Guide to ITService Metrics” (offered in the itSMF Thought Leadership Series) and the “Control AccountManager’s Handbook – An Earned Value Management Best Practice Reference.”
DAVID FERGUSONDavid Ferguson is the CEO and President of OakTree Enterprise Solutions, Inc., and is the founderand CEO of 5000fish, Inc., the software vendor behind Yurbi, an enterprise business intelligencesolution that is focused on the IT Service Management market. David holds a Bachelor of Science inEngineering degree from Duke University and a Master of Systems Engineering degree from VirginiaPolytechnic Institute and State University (Virginia Tech). Prior to founding OakTree and 5000fish,David worked for CA Technologies, Electronic Data Systems and Lockheed Martin and has extensiveexperience in the development of comprehensive measurement framework, reporting and dashboardsolutions.
Problem Management Metrics
2
© 2014 itSMF Problem Management SIG 3
itSMF USA Problem ManagementSpecial Interest Group (SIG)
• Authorized on Feb 14, 2014
• Purpose• To promote Best Practice in Problem Management• Education, Collaboration, Participation
• Community
Problem Management SIG website: http://www.itsmfusa.org/members/group.aspx?id=132881
LinkedIn itSMF Problem Management SIG Group:http://www.linkedin.com/groups/itSMF-Problem-Management-Special-Interest-6525784/about
Follow us on Twitter at: @itSMFProbMgtSIGOr www.Twitter.com/itSMFProbMgtSIG
3
© 2014 itSMF Problem Management SIG 4
Tentative Schedule:
July 15, 2014 - 2PM – 3PM US Eastern Daylight Saving TimeProblem Management and Root Cause Analysis
September 16, 2014 – 2PM – 3PM US Eastern Standard TimeAssessing Problem Management Maturity
November 18, 2014 – 2PM – 3PM US Eastern Standard TimeProblem Management Continual Service Improvement
January 20, 2015 - 2PM – 3PM US Eastern Standard TimeProblem Management and the KEDB
BrightTALK Presentations
4
© 2014 itSMF Problem Management SIG 5
AGENDA:Part 1 – Problem Management Metrics
● Problem Management Overview● The Purpose of Problem Management Metrics ● Standard Problem Management Metrics ● Problem Management Reporting
Part 2 – Building a Reporting Framework● How you access and consolidate the data that’s required
for building reports and dashboards● The benefits and issues of accessing multiple databases for
consolidated reporting/dashboards (with some examples)● How do you make the data available to your stakeholders
and constituents
Problem Management Metrics
5
© 2014 itSMF Problem Management SIG 6
Problem: The unknown cause of one or more Incidents.
Problem Management Objectives: ● Prevent problems and incidents ● Eliminate recurring incidents ● Reduce the number & minimize the impact of unpreventable incidents
How it is done:● Diagnosing the root cause● Determine resolution of problems● Document, maintain & report on information about problems
known errors workarounds resolutions
Problem Management Overview:
Problem Management Metrics
6
© 2014 itSMF Problem Management SIG 7
The Purpose of Metrics - The Metrics Tree:
Problem Management Metrics
7
© 2014 itSMF Problem Management SIG 8
Metrics based on Problem Management CSFs & KPIs
Utilize proper tools & calculations
Integrated into the Knowledge Base
Inputs for ITSM performance reporting
Combined, they tell a story from the customer’s perspective:● Increase understanding
Service components StakeholdersOther services
● Empower the audience The story helps improve decision making
The Purpose of Problem Management Metrics:
Problem Management Metrics
8
© 2014 itSMF Problem Management SIG 9
The Purpose of Problem Management Metrics – Process Relationships:
Problem Management Metrics
9
© 2014 itSMF Problem Management SIG 10
Problem Management metrics should help mature process activities to become proactive - resolving potential issues before they impact the business. Problem Management records known errors and provides a high-value knowledge base for Incident Management and other processes in the form of implemented problem resolutions and the KEDB.
Problem Management Metrics:
Problem Management Metrics
Number of open problems
Problem management backlog
Number of problems pending supplier action
Number of known errors added to the KEDB
10
© 2014 itSMF Problem Management SIG 11
Problem Management Metrics
Metric: Number of open problemsDescription:All open problem tickets in the reporting periodCalculation: Number of open problem tickets in the Problem Management queue. Metric Purpose:CSF: Problem Management performance within the target service level(s). KPI: Number, percentage & trend of open problem tickets
Number, percentage & trend of problems opened in the past 30 daysNumber, percentage & trend of problems resolved in the past 30 days
Metric Story: This metric provides insight to the problem handling workload and performance, by priority & current status:
● Priority 1, 2, 3 ● Open (working) ● Pending (on hold) ● Queue backlog
11
© 2014 itSMF Problem Management SIG 12
Metric: Problem management backlog
Description:This metric represents the number of problem tickets in the queue that are backlogged – Resolution / Workaround not completed within the target timeframes. Calculation: Number of problem tickets not closed within the target timeframe. Metric Purpose:CSF: Provide high-quality problem handling KPI: Number and trend of problem ticket backlog
Number & percentage of open problem tickets exceeding target resolution times
Metric Story: This backlog can be for a number of reasons: ● Volume of problems detected ● Pending changes ● System or service complexity● Supplier involvement ● Customer involvement or approval
Problem Management Metrics
12
© 2014 itSMF Problem Management SIG 13
Metric: Number of problems pending supplier action
Description:This metric represents the number of problems pending supplier actions - RCA and/or Resolution. Calculation: Number & percentage of open problem tickets assigned to suppliers. Metric Purpose:CSF: Timely product support response from suppliersKPI: Number, percentage & aging of open problem tickets pending supplier actionsMetric Story: Supplier problem handling can be viewed from several perspectives:
● Type of product problem(s) detected ● Product customization for unique business needs● Product complexity & maturity ● Warranty status & support SLAs● Supplier priorities
Problem Management Metrics
13
© 2014 itSMF Problem Management SIG 14
Metric: Number of known errors added to the KEDB
Description:This metric shows the growth & currency of the KEDB. Calculation: Number of problem workaround entries to the KEDB in the reporting period. Metric Purpose:CSF: Minimize business impacts of incidents that are not preventable.
Maintain the KEDB currency KPI: Number problem workarounds and updates entered into the KEDB in the
reporting period.Metric Story: Provides insight to Problem Management performance & support for
other processes that utilize the KEDB. ● Timeliness of KEDB entry relative to detecting the problem ● Actively working on RCA and/or problem resolution ● Reduced incidents (e.g., self-help) & incident durations
Problem Management Metrics
14
© 2014 itSMF Problem Management SIG 15
Problem Management Reporting
Problem Management Metrics
Report on specific measurements of Problem Management performance Based on metrics that are important (i.e., tell the story) as proof of success In meeting the operational Key Performance Indicators In accordance with the tactical Critical Success Factors That contribute to the strategic Objectives, Goals & Mission of the business
15
© 2014 itSMF Problem Management SIG 16
Identify Where Your Data Is Located: Understand the complete picture of all the data sources involved in the problem management process. ● Who owns it?● What is the format?● Where is it?● Frequency of change?
Take a 360 Degree View: Consider the value of more than simply the Problem Management tracking system● Incident and Change Management systems● Release and Deployment● Configuration Management● Availability Management● Many more
Building A Reporting Framework:
Problem Management Metrics
16
© 2014 itSMF Problem Management SIG 17
Start Focused: Don’t start the process by trying to gather and collect every source of data, start small and strategic. ● Focus on Key Metrics?● Identify what data elements are needed for key metrics?
Test and Verify: Before investing time in building reports and dashboards, first manually collect samples of data and validate metrics.● Excel is your best friend● Validates the metrics and the sources of data● Works out calculation metrics● Objective: Refine metrics and bring clarity to what is really important
Building A Reporting Framework:
Problem Management Metrics
17
© 2014 itSMF Problem Management SIG 18
Leverage Technology: After proving the concept in Excel the goal is to automate and scale the process. ● Invest in Dashboard and Reporting Technology
Key Considerations for Dashboard Technology:● Leverage Real-Time Access to Data sources (multi-source) Avoid replicated datamarts unless your size and scope demand it
● Leverage Web-Based Solutions● Look for solutions with mobile and tablet access● Consider complete solution cost
Infrastructure needed Report/Dashboard development and labor costs Training costs Software costs
Building A Reporting Framework:
Problem Management Metrics
18
© 2014 itSMF Problem Management SIG 19
Why Leverage Dashboard Technology: After proving the concept in Microsoft Excel the goal is to automate and scale the process. ● Invest in Dashboard and Reporting Technology● Information should be real-time● Easily accessible● Dynamic and not static
Key Considerations for Dashboard Technology:● Leverage Real-Time Access to Data sources (multi-source)
Avoid replicated datamarts unless your size and scope demand it● Leverage Web-Based Solutions● Look for solutions with mobile and tablet access● Look for data-level security● Consider complete solution cost
Infrastructure needed Report/Dashboard development and labor costs Training costs Software costs
Building A Reporting Framework:
Problem Management Metrics
19
© 2014 itSMF Problem Management SIG 20
Share with Stakeholders: Determine who needs access to what information and share. ● Everyone should be part of the process● Ensure security so stakeholders have need to know access only
Constant Improvement: The reporting process is never complete, continuous improvement is key.● Seek feedback from stakeholders on improvements● Must stay ahead of data element changes● Metrics change over time● Less is more, focus on the metrics which “move the needle”
Building A Reporting Framework:
Problem Management Metrics
20
© 2014 itSMF Problem Management SIG 21
Example Dashboard:
Problem Management Metrics
21
© 2014 itSMF Problem Management SIG
A definitive guide to IT Service Management Metrics based on ITIL® and other service management frameworks and standards – Place your order at:
http://www.itsmfusa-online-store.com/p-35-the-definitive-guide-to-it-service-metrics.aspx
Problem Management Metrics
Register for a Free 12-month subscription for a 2-named user license to the Yurbi AnyDB Business Intelligence Tool – Register at:
http://www.technolava.com/go/yurbi-registration
Register Now – Offer Expires July 15, 2014
22
© 2014 itSMF Problem Management SIG
QUESTIONS?
Problem Management Metrics
23
© 2014 itSMF Problem Management SIG 24
We Need You!
• Presenters • Moderators• Suggested Topics
Interested?Contact us via E-mail at: [email protected]
24