dashboards 101 - hdi/media/hdiconf/files/handouts/session1… · the boardroom (before) the metrics...
TRANSCRIPT
MSITSM
Meet today’s presenter:
Phyllis Drucker
• Senior Consultant, Linium
• Contributing Author, Support World
• Blogger, international speaker
Session Overview
• The Metrics Conundrum
• Why Measure?
• A Metrics Framework based on Continual Improvement
• Identifying Your Audience: Personas
• Metrics Kanban
• Dashboards to Go
• Wrap Up and Road Map
CIO:
Availability was great last month.
99.9% of our servers had 100%
availability!
Reporting (Before)
CEO:
What?
Store credit card
processing was down
for 5 hours on Labor
Day!
The Metrics Conundrum
CIO:
Last month Credit Card Processing
Services were down for 5 hours.
This caused us to lose approximately
$50,000 in sales.All other retail
services were 100% available.
Reporting (After)CEO:
So it sounds like IT is keeping our critical
services up and running, but what are
you doing about credit card
processing?
Does the bank owe us any credits?
The Metrics Conundrum
CIO: Our budget last year was $10.3 million. We spent 4.3 M on a server refresh and 1.2 M on network operations....
CEO: So what did our business get for that?
The Boardroom (Before)
The Metrics Conundrum
CIO: It will cost us $2.4 million for credit card services this year. This includes a savings of 2 cents per transaction or about $500,000 in savings.
VP of Logistics: That’s great! Can we use the savings towards the logistics improvements we need?
The Boardroom (After)
The Metrics Conundrum
Why Measure?
"I don't much care where --",
said Alice
"Then it doesn't matter which way you go,"
said the Cat
"Would you tell me, please, which way I ought to go
from here?"
"That depends a good deal on where you want to get to,"
said the Cat
Why Measure? (IT View)
• To demonstrate performance to the business
• Best practice says it’s important to report
• To drive internal behavior
• Tools provide reports, so we use them
• But what we give them doesn’t really matter to them!
Why Measure? The ITSM View
•You cannot measure what you cannot control.
•You cannot control what you cannot measure.
•You cannot measure what you cannot define.
Why Measure?We measure so we know if we are getting
Where we want to go!
Justify
Direct
Validate
Intervene
Dashboard Design: Vision into Story
• Know your vision
–What are the goals of your organization?
• Know your audience:
–What do they contribute?
–What are their key initiatives?
–What do they value?
• Know your story…
– Design dashboards that tell the story
Dashboard Design Aspects
Framework
• Process for selecting and developing metrics
• Process for improving services tied to these metrics
Audience
• Who are your audiences?
• What do they need to achieve from IT to achieve their outcomes?
Delivery
• Dashboard delivery capabilities (audience-based)
• Strategy for delivery to each audience –timing, method
Vision Goals CSFs KPIsDash
Boards
Creating a Metrics Framework
Vision statements declare the future:
– Make people happy
– Have our product in every home in the US
– Help people enjoy life
Vision is not expressed in terms that can be measured
Creating a Metrics Framework
Goals bring the vision to reality:
– Produce reliable products
– Become a trusted source
– Provide value every day
Goals can be used to structure initiatives
– IT Supports these initiatives with Services
– Service based scorecards align with these goals
Vision Goals CSFs KPIsDash
Boards
Critical Success Factors
Elements necessary for the organization to
achieve its goals, then ultimately its vision.
– Products last longer than comparable products
– We have a recognizable, household name
– Prices are lower than competitors
Vision Goals CSFs KPIsDash
Boards
Creating a Metrics Framework
Creating a Metrics Framework
Key Performance Indicators
A measurable value demonstrating the element in the
CSF has been achieved.
– Average age of product by line, compared to others
– 80% recognition, 85% excellent rating
– Every product is 10% lower in cost than competitors
Vision Goals CSFs KPIsDash
Boards
Creating a Metrics Framework
Dashboards
Graphical view of the KPI’s, show results at a glance.
Vision Goals CSFs KPIsDash
Boards
Know Your Audience
Typically, a metrics practice will attempt to reach the following audiences:
• Senior business executives
• Business partners by line of business or location type
• Senior IT executives
• IT Managers (for team productivity)
• Service Desk Managers (for daily operations)
Multiple Audiences….Multiple Dashboards
• Dashboards provide an immediate view to provider results
• Dashboards tell the consumer how well the provider is meeting their visionary needs
• Enable the consumer to drill down to details
• Dashboards provide the ability to reach multiple audiences and personas with no extra effort (once created)
• In some cases the consumer can tweak the filters, time periods
Know Your Audience
Multiple Audiences….Multiple Dashboards
Audiences to consider
• CEO, other C-level executives
• Your executives
• Key business unit management
• Your teams: both results and process based
Dashboards to Go
PERSONALITY
Modern Personality
Embraces The Digital Age
Tech Savvy
Demands Agility & Speed
Low Patience Level
High Impact on the Business
Visual & Statistical
SERVICE APPROACH
Mobile / App
Web –Based Portal
Self-Serve Kiosk
Chat
Walk Up
PhoneChief Innovation Officer
DIMENSION 1:
Business Services Acquired
from the Business
DIMENSION 2:
Business Services Provided to
the Business
DIMENSION 3:
Personal Services Acquired
from the Business
Persona Mapping
Design Your Metrics Journey
Getting Started: A Journey Mapping Kanban Create Initial Map Evaluate Explore Brainstorm Design New Experience
Persona, Company Attributes, Key Trends
Behavior Line
On Stage Experience
Back Stage Support
Attitudes &Emotions
Prioritize Focus
“Moment that Matters”
Determine Impact
Evaluate Attitudes
Readout
“We focused here, because…”
Clarify Needs & Drivers
Examine Capabilities(Roles & Processes)
Desired Transformation
Build EX Design Canvas
Brainstorm Innovation
Redesign Experience
Reality Check
Build DX Hypothesis
Useableeffortless
Meaningfulemotional
Usefulfunctional
Desirable
ViableFeasible
What is Kanban?A visual method for mapping how work is managed, used
for process development, product planning and development (Agile).
Journey mapping Kanban used courtesy of the Linium Digital Experience team
The CIO View
Prices are 10% lower
A Metrics Kanban
Vision Goals CSFs KPIsDash
Boards
Additional CIO vision statements
80% know us
85% rate us excellent
The Internal View
Prices are 10% lower
A Metrics Kanban
Vision Goals CSFs KPIsDash
Boards
IT Vision Statements
80% know us
85% rate us excellent
Dashboards to Go
Objective IT Services Story
Average age of product by line, compared to others
Warranty and Repairs
IT Service Excellence enables personnel to:• Identify product issues• Engineer better solutions• Increase product life• Win customer satisfaction• Keep costs low
IT works to keep operating costs low:• Cost effective services• Fast support/turnaround
80% recognition, 85% excellent rating
CRM
Every product is 10% lower in cost than competitors
Merchandising
Audience: Company Executives
Dashboards to Go
Story CSF KPI
IT Service Excellence enables personnel to:• Identify product issues• Engineer better solutions• Increase product life• Win customer satisfaction
IT works to keep operating costs low• Cost effective services• Fast support/turnaround
Services are:• Available• Secure• Stable
Cost reduction
• Service Availability• Security Threats• Security Breaches• On time Security
Patching (desktop)
• Op Ex less than 30% of total spend
• Call Reduction• Cost per call
Audience: Company Executives
Executive DashboardService Performance
Op Ex vs. Cap Ex Call Cost and Volume
Enhancement Target = 50%
Average Contact Cost:
Jan $28
Feb $25
Mar $22
Virus and Security Breaches
Service Desk Support
ASA: Average Speed of Answer (target 20 sec)
First Call Resolve (target 25%)
Customer Satisfaction
Jan
Feb
Mar
Jan
Feb
Mar
Internal External
Green: all sites met targets
Yellow: ourbrand.com met target, internal sites did not
Red: ourbrand.com did not meet targets
Website Availability
SLA Performance
Business Unit’s Management View
eCommerce Division
Service Desk Exec Dashboard
Service Desk Agent Dashboard
Multiple Audiences….Multiple Deliveries
• Deliver Online:
• Dashboards provide an immediate view to provider results
• Deliver via Report:
• Dashboards become a PDF report that represents a scorecard
• Reports can be scheduled and emailed
• How often should you deliver?
• When should you stop?
Delivery Strategies
Wrap Up & Roadmap
VisionStakeholders &
Persona Maps
Metrics Kanbans
Define the Measures
Find their source/what you can do
Address GapsEvaluate
Effectiveness
Establish Scorecard
Design
Live Prototype Adjust Deliver Improve
