its goals and metrics

Information Technology Services (ITS) Balanced Scorecard

Goals & Metrics

Goals & Metrics by Perspective

– Customer Perspective (#customer)– Internal Perspective (#internal)– Financial Perspective (#financial)– Learning & Growth Perspective (#learning-growth)

Customer Perspective

• How can we fulfill user/customer expectations?

Customer Perspective Goals (with objectives/strategies)

• Improve user experience (including ease of use, availability, usability)– Catalog Services and propose Service Levels– Validate with user community Service Levels and document Service Level

Agreements (SLAs)– Measure and maintain Service Levels– Improve project management (including usability testing, solid timelines,– communications, training, holding project managers accountable for project

management standards, etc.)– Implement Service Management Improvements (Information Technology– Infrastructure Library ITIL-Lite) starting with Incident Management, Problem– Management, and Change Management– Ensure broad representation on project and service delivery teams– Educate and train to ensure systems are used and useful– Simplify services and access to services

Cont. Customer Perspective Goals (with objectives/strategies)

• Improve communication & transparency– Develop tools/techniques to highlight services

(including SLAs) and products– Improve project delivery (communications and

training)– Ensure two-way communication between ITS and

stakeholders happens in organized and coordinated fashion

– Establish mechanism for projects to be nominated/included in project prioritization


• Advance the strategic mission by establishing priorities in support of that mission– Engage stakeholders & governance– Evaluate existing governance structure to maximize

effectiveness in– advising ITS on projects and services– Establish portfolio management and project

prioritization policies and procedures– Ensure the ITS Balanced Scorecard is aligned with

the University’s Mission


• Be a strategic resource and trusted partner within the University community– Understand customer perspective and

environment– Partner with stakeholders on their strategic

planning (from level down)– As part of the Internal Financial Model (IFM)

provide the necessary data and reports for institution and departments

Customer Perspective Metrics

• Add question to VP/CIO customer survey (eventually develop more robust survey(s))

• How many SLAs were established and met?

• Project management — – on time– on budget– delivery of

requirements/quality solution

• System availability– up-time percentages– Number and duration of

planned and unplanned downtimes

– Mean time-to-resolution for unplanned downtimes

• Number of new services• Number of project

rollouts

Cont. Customer Perspective Metrics

• Usage statistics – number of users– amount used,– Track adoption rates – Track declining services

• Help Desk tickets– per project rollout– service upgrade– service as a whole

• Help Desk referrals – time-to-resolution

• Usability study metrics• time-to-task completion• abandonment rate

Internal Perspective

• How should we execute internal processes most efficiently?

• effectively to meet user needs and expectations?

• effectively to meet customer needs and expectations?

Internal Perspective Goals (with objectives/strategies)

• Improve operational efficiency– Implement Service Management Improvements (Information Technology Infrastructure Library ITIL-Lite)

where appropriate, starting with Incident Management, Problem Management, and Change Management

– Improve project management and implement portfolio management– Improve internal and external facing documentation– Improve planning/estimation– Improve recruiting, hiring, and onboarding processes– Improve ability to deploy resources on priorities– Provide Project Management and ITIL training for ITS staff as required– Ensure Lessons Learned are incorporated into new versions of project management standards and

training– Ensure Lessons Learned sessions are all-inclusive as appropriate, including LSPs, ITS, others outside ITS– Improve asset management by identifying hardware not on maintenance replacement cycles– Improve Disaster Recovery plans, ensuring inclusion of key stakeholders– Encourage ideas for improvements from staff and stakeholders– Eliminate redundancy of tools, processes, services (examples are backup systems, billing systems,

Confluence)• Improve vendor management

Cont. Internal Perspective Goals (with objectives/strategies)

• Improve coordination of services and projects– Implement Service Management Improvements (Information Technology– Infrastructure Library ITIL-Lite) where appropriate, starting with Incident– Management, Problem Management, and Change Management– Ensure transition to new services is as smooth as possible– Identify project and service teams and dependencies– Identify roles and responsibilities for projects and services including

establishing– Operating Level Agreements (OLAs)– Streamline and formalize organizational processes for service delivery/changes– Ensure strong communication within project and service teams– Establish portfolio management and project prioritization policies and

procedures– Encourage interaction (formal and informal) among ITS groups

Cont. Internal Perspective Goals (with objectives/strategies)

• Leverage governance to improve internal efficiency– Increase ITS oversight & guidance for projects &

services– Evaluate existing and identify new governance

groups; optimize governance structure– Leverage VP/CIO leadership group, increasing

coordination of joint VP/CIO projects

Internal Perspective Metrics

• System availability and up-time percentages

• Number and duration of planned and unplanned downtimes

• Mean time-to-resolution for unplanned downtimes

• Staff assessment of internal operating efficiencies

• Evaluate lessons learned (for repeats)

• Number of Help Desk referrals – effectiveness of KB articles – self-help documentation

• Mean time for – Help Desk – other service referral

resolution

• Staying current– on patches– software releases

• define and track

Financial Perspective

• How can we secure and use resources in an effective way?

Financial Perspective Goals (with objectives/strategies)

Cont. Financial Perspective Goals (with objectives/strategies)

• Understand and manage service and project costs– Develop ITS budget structure to support Cost of

Services (CoS)– Ensure continual analysis of CoS annually and

comparison across years– Validate Cost of Services data/definitions within ITS

(and with peers where applicable)– Improve project management– Evaluate resources for projects/services undertaken

to ensure resourced at appropriate level


• Identify and evaluate opportunities to strategically source services– Take advantage of economies of scale, new

services offered in the marketplace, and commoditization, and source services accordingly


• Serve as good stewards of University resources/assets/data– Evaluate costs/benefits of projects and services and track to

ensure benefit realization– Promote sustainability practices– Understand cost of over or under-provisioning services– Identify long-term funding for recurring hardware and software

costs– Identify, retire/remove services that are no longer viable or should

be replaced.• Ensure ITS budget model supports operations, goals and

objectives (especially within the context of the Internal Financial Model (IFM)

Financial Perspective Metrics

• Costs compared to peers• System availability and up-time percentages• Number and duration of planned and unplanned

downtimes• Mean time-to-resolution for unplanned downtimes• Project management on-time, on budget, delivery of

requirements/quality solution• Manage to budget• Captured/recovered costs/budget savings (for re-

deployment)

Learning & Growth Perspective

• How can we ensure future capability of our services?

Learning & Growth Perspective Goals (with objectives/strategies)

• Provide opportunities for further development of project management skills– Establish formal and informal training

• Provide opportunities for further development of IT Service Management/ITIL knowledge and skills

• Develop workforce to gain needed skills (both hard and soft skills)– Create succession plans– Cross-train (incorporating identification of critical skillsets)– Promote leadership development– Develop and maintain deep technical skills where needed– Ensure new employees are provided with mentors as appropriate– Identify training plans for new technologies– Determine needs for vendor management training

• Engage staff in crafting professional development plans– Work with staff regarding career planning– Evaluate more effective ways for evaluating/applying professional growth

Learning & Growth Perspective Metrics

• Number of project management mentors and mentees• Number of training sessions given and attended• Number and percentage of succession plans created for

'critical' positions• Cross-training matrix with metrics• Staff survey• Retention of critical skillsets• Number of certifications obtained by staff• Number of different people that attended conferences

and/or training