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Clive Smith

Julie L. Mohr

Business Value Dashboards

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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