Implementing Metrics for IT Service Management

List of Figures

Figure ‎3 1 Steering towards value realization 5
Figure ‎3 2 Drivers of change 6
Figure ‎3 3 Metrics help management, owners & staff 8
Figure ‎4 1 Measurement framework 11
Figure ‎4 2 Deming Plan/Do/Check/Act Cycle 12
Figure ‎4 3 Value to customer themes 14
Figure ‎4 4 Linking goals and objectives 15
Figure ‎4 5 Metric thresholds 18
Figure ‎4 6 Sample data sources 20
Figure ‎4 7 Sample measurement dictionary 21
Figure ‎4 8 Sample metric elements – Temperature 22
Figure ‎5 1 - Sample trending report 23
Figure ‎5 2 - Sample aggregation of measures 24
Figure ‎5 3 - Sample classification of measures 25
Figure ‎5 4 Alignment of key Measures 26
Figure ‎5 5 Sample dashboard report 27
Figure ‎5 6 Sample roles-based dashboard hierarchy 28
Figure ‎5 7 Sample BSC perspectives 29
Figure ‎5 8 Sample general scorecards by themes 29
Figure ‎5 9 Cascading of scorecards 30
Figure ‎5 10 Sample strategy map for IT 31
Figure ‎5 11 Sample process scorecard 33
Figure ‎6 1 Measurement process inputs/activities/outputs 38
Figure ‎6 2 Measurement Process Lifecycle 40
Figure ‎6 3 Measurement sub-process activities 41
Figure ‎6 4 Measurement Database MDB 43
Figure ‎6 5 Classification of measurements 52
Figure ‎6 6 Measurement structures 53
Figure ‎6 7 Measurement dimensions 54
Figure ‎6 8 Measurement structure and dimensional breakdown 55
Figure ‎6 9 Measurement lifecycle states 55
Figure ‎6 10 Compare and contrast references 67
Figure ‎6 11 Sample Change Management process flowchart 68
Figure ‎6 12 Affinity Diagram – likely contributors to high costs 69
Figure ‎6 13 Theme Classification Type Ishikawa 70
Figure ‎6 14 Process Classification Type Ishikawa 71
Figure ‎6 15 Sample Theme Classification Type Ishikawa 72
Figure ‎6 16 Sample Interrelationship Diagram 73
Figure ‎6 17 Sample Trending Report 76
Figure ‎6 18 Sample leading and lagging indicators 78
Figure ‎6 19 Assessing initiative options 83
Figure ‎6 20 Sample Decision Analysis Tool 85
Figure ‎6 21 Stakeholder types 93
Figure ‎6 22 Stakeholder mapping 93
Figure ‎6 23 Mapping measurement reporting 94
Figure ‎6 24 Measurement communications plan 96
Figure ‎7 1 Sample console 102
Figure ‎7 2 Sample change management metrics 103
Figure ‎7 3 Sample R.A.C.I. matrix 103
Figure ‎7 4 Sample metrics thresholds 104
Figure ‎7 5 Sample metrics values 104
Figure ‎7 6 Sample change management metrics trending 105
Figure ‎7 7 Sample change management dashboard 105
Figure ‎7 8 Sample change management performance scorecards 106
Figure ‎7 9 Sample change management KGI scorecards 107
Figure ‎7 10 Sample change management causal scorecard 108
Figure ‎7 11 Sample change management process scorecard 109
Figure ‎7 12 Sample change management initiative 110
Figure ‎7 13 Sample change management updated dashboard 110
Figure ‎8 1 Continuous service improvement program 111
Figure ‎8 2 The 7-Step Improvement Process 114
Figure ‎8 3 Example process goal alignment with supporting metrics 126
Figure ‎8 4 Example service goal alignment with supporting metrics 126
Figure ‎8 5 Example Performance Reporting Matrix 132
Figure ‎9 1 Total Cost of Ownership (TCO) 139
Figure ‎9 2 Hypothetical TCO Savings Opportunity 140
Figure ‎11 1 itSMF KPI Scorecard© navigation and structure 145
Figure ‎11 2 itSMF KPI Scorecard© - ITSM Metrics MDB sample home page 146
Figure ‎11 3 itSMF KPI Scorecard© Reporting Start Date 146
Figure ‎11 4 itSMF KPI Scorecard© Roles Table 147
Figure ‎11 5 itSMF KPI Scorecard© R.A.C.I. Matrix Table 147
Figure ‎11 6 itSMF KPI Scorecard© Metrics Data Entry Tab 147
Figure ‎11 7 itSMF KPI Scorecard© Change Tab 149
Figure ‎11 8 itSMF KPI Scorecard© Process Home Tab for Change Management 150
Figure ‎11 9 itSMF KPI Scorecard© Legend 150
Figure ‎11 10 itSMF KPI Scorecard© Dashboard 152
Figure ‎11 11 itSMF KPI Scorecard© Inputs Table 154
Figure ‎11 12 itSMF KPI Scorecard© Dependency Table 154
Figure ‎11 13 itSMF KPI Scorecard© Efficiency Table 154
Figure ‎11 14 SMF KPI Scorecard© Performance & Benefits Scorecards 155
Figure ‎11 15 SMF KPI Scorecard© KGIs & Initiatives Scorecards 156
Figure ‎11 16 itSMF KPI Scorecard© Dashboard Scorecards 157
Figure ‎11 17 itSMF KPI Scorecard© Scorecard Status Indicators 157
Figure ‎11 18 itSMF KPI Scorecard© Process Scorecard Tab 158
Figure ‎11 19 itSMF KPI Scorecard© Process Sensor Mapping 159
Figure ‎11 20 SMF KPI Scorecard© Process Sensor Placement 159
Figure ‎11 21 itSMF KPI Scorecard© Documenting Diagnostic Reasoning 160
Figure ‎11 22 itSMF KPI Scorecard© Process Performance scorecards 161
Figure ‎11 23 itSMF KPI Scorecard© Process CSF scorecards 162
Figure ‎11 24 itSMF KPI Scorecard© Causal Tab 162
Figure ‎11 25 itSMF KPI Scorecard© Causal scorecards 163
Figure ‎11 26 itSMF KPI Scorecard© Initiatives Table 164
Figure ‎11 27 itSMF KPI Scorecard© Metrics Trending Tabs 165