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Sam Friedman, Column Technologies Session 187: So Smart: Metrics and Business Intelligence for ITSM

So Smart Metrics And Business Intelligence For Itsm 20100809

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Sam Friedman, Column Technologies

Session 187: So Smart:

Metrics and Business

Intelligence for ITSM

Sam Friedman, Column Technologies

• Business Intelligence Practice Manager

• ITIL Service Manager Certification

• Management experience:

– Service Delivery Management

– Team Manager

– Project Manager

• Technical experience:

– Solution architect

– Software application developer

Page 2

Information you will get:• Introduction to Business Intelligence

• Stakeholders and their interests

• Capabilities and a Roadmap

• Metrics Methodology

Knowledge you will acquire:

• Understand current reporting challenges

• Anticipate customer requirements

• How to formulate a solution roadmap

Page 3

Business IntelligenceFrom Wikipedia, the free encyclopedia

• Business Intelligence (BI) refers to computer-based techniques used in spotting,

digging-out, and analyzing business data,

• BI technologies provide historical, current, and predictive views of business

operations. Common functions of BI technologies are reporting, online

analytical processing, analytics, data mining, business performance

management, benchmarking, text mining, and predictive analytics.

• BI often aims to support better business decision-making.

Data

• Observations

• Events

Useful Information

• Actionable

• Decision Support

Page 4

Stakeholders and Interests

• Should I renew a contract?Customer• Do I have enough information to resolve an

Incident?Support

• Who is idle or overworked?Manager

• Why is there a trend?Analyst

• Are existing policies effective?Executive

• Am I paying enough attention to this customer?Vendor

Page 5

Benefits of Business Intelligence

• Satisfy the needs of many different types of users.

• Eliminate pain points:

– Report execution or distribution is manual

– Incessant requests for reports

– Abandoned reports

– Metrics are defined inconsistently

Page 6

Root Cause of Reporting Pain Points:

Report Developer needs a lot of skills:

• Crystal Reports training

• Knowledge of SQL

• Understand data models

• Business analyst skills

Page 7

Scorecards

Planning and ForecastingStrategic Executives

Managers

Analysts

Report Automation

Ad Hoc Reporting

Tactical Dashboards

Tactical

Embedded Reporting

Operational DashboardsOperational Support Staff

BI Capability Roadmap

Page 8

Embedded Reporting:

-Provide realtime, context-driven data within

the operational tool

Operational Dashboards:

-Use realtime metrics to drive day-to-day decision making

Operational Capabilities

Page 9

Report Automation:

-Eliminate manual report scheduling and distribution

procedures

Ad Hoc Reporting:

-Enable non-technical users to write their own reports

Tactical Dashboards:

-Provide business-level visibility into service

performance.

Tactical Capabilities

Page 10

Ad Hoc Reporting Example

Page 11

Automation Example

Page 12

Planning and Forecasting:

– Forecast the environment, anticipate problems, and

develop plans to respond to them

Scorecards:

– Use metrics to quantify progress toward strategic goals

Strategic Capabilities

Page 13

Scorecard Example

Page 14

Metrics Methodology

• It is hard to build consensus

unless you have a common

language.

– Operational Metrics

– Key Performance Indicators

– Critical Success Factors

Page 15

Operational Metrics

• Operational Metrics are simple observations.

– How many times did something happen?

• Defined in technical terms, but without context

Operational Metric

Key Performance Indicator

Critical Success Factor

CSF

KPI

Metric Metric

KPI

Metric Metric

Page 16

Key Performance Indicators

• KPIs are a function of one or more operational

metrics.

• Defined in technical terms, with context

Operational Metric

Key Performance Indicator

Critical Success Factor

CSF

KPI

Metric Metric

KPI

Metric Metric

Page 17

Critical Success Factor

• CSFs are a function of one or more KPI.

• Defined in business terms, with context

Operational Metric

Key Performance Indicator

Critical Success Factor

CSF

KPI

Metric Metric

KPI

Metric Metric

Page 18

Metrics Hierarchy Example

Operational Metrics

Key Performance Indicator

Critical Success Factor

Customer Satisfaction

Availability of Services

# of outages

Duration of

outages

Responsiveness

Time to repair

Time to respond

Page 19

Business Intelligence Wisdom

• Support Staffers do not need historical data.

• Executives do not need realtime data.

• There is a lot you can do without building a data

warehouse.

• There is a lot you can do with free, open source

software.

• Reports are expensive to build AND MAINTAIN.

• The difference between useful and interesting is

whether the customer has to pay for it

Page 20

Summary of Key Points

• Different stakeholders need different information, at

different times, in different ways

• A report is only one of many ways to present

information

• Common language for metrics enables consensus

building and collaboration

• A BI solution is something you can grow: start small

and add new capabilities later

• Use incentives to separate “Useful” from “Interesting”

Page 21

Final Word: If you remember only

one thing from this presentation…

• Traditional reporting is an incomplete solution.

• There are several major challenges associated with it.

• Most of those challenges can be resolved by applying the knowledge you acquired today:– Report automation

– Ad hoc reporting

– Dashboards

– Scorecards

– Building consensus around which metrics matter

Page 22

Thank you

Contact details:

• So Smart: Metrics and Business

Intelligence for ITSM

• Session #187

Sam Friedman

[email protected]

(917) 690-4508

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