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Gathering data on IT maintenance workJos de Weerdt
2About Ordina
Turnover H1 2014: 185 Mio euro
- 2.890 FTE
IT Managed Services
- Turnover H1 2014: 26,4 Mio euro
- 200 FTE
− Figures as published on August 26th 2014
Why bother to gather time spent data?
4Why gather time spent data on IT maintenance work?
Most Economically Advantageous Tenders
− price tends to influence the outcome of a tender more than you realize.
Executing contracts
− less time spent in the ‘fixed part’ shows in the bottom line.
Some challenges to tackle...
6The challenges we faced introducing the tooling
Around 4.500 calls are logged monthly.
General Servicemanagement Tool behavior.
Officers find time spent recording a pain in the ***.
Our solution to these challenges…
8This is the overview of our servicemanagement environment
Servicemanagement Tool
SAP
Time spent scribbles
Aggregated time spent data
Officers process calls
Officers confirm aggregate time spent
Automated data gathering
Officers adjust and verify ASTRID
9Some results of the automated data gathering process
22.000 time spent scribbles are collected per month.
75% of the scribbles contain less than 30 minutes of time spent.
10% of total scribbles vs "amount of time in a scribble”
10.0
20.0
30.0
40.0
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011
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00%
10%
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30%
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Time in a scribble (min)
11Zooming in on “the first 30 minutes” does reveal more details…
0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 300%
10%
20%
30%
40%
50%
60%
70%
80%
Time in a scribble (min)
Why we think our solution is a success…
13Why we believe automation of data gathering is a success…
0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 300%
10%
20%
30%
40%
50%
60%
70%
80%
1: Accuracy
Time in a scribble (min)
14
2: Timeliness
Why we believe automation of data gathering is a success
su
mo
tu
we
th
fr
sa
Can we sit back and relax…
16Do future developments cause changes to our approach?
Time spent recording doesn’t change
Team velocity needs to be recorded
DevOps
Agile / Scrum
17About Jos de Weerdt
27 years in IT, the majority of which in IT maintenance organizations.
Responsible for the Business Information Management team in the IT Managed Services division of Ordina
18
www.ordina.nl