Develop Meaningful Service Metrics
Reinforce service orientation in your IT organization by ensuring your IT metrics generate value-driven resource behavior.
- IT organizations measure services from a technology perspective but rarely from a business goal or outcome perspective.
- Most organizations do a poor job of identifying and measuring service outcomes over the duration of a service’s lifecycle – never ensuring the services remain valuable and meet expected long-term ROI.
- Service metrics are critical to ensuring alignment of IT service performance and business service value achievement.
- Service metrics reinforce positive business and end-user relationships by providing user-centric information that drives responsiveness and consistent service improvement.
- Poorly designed metrics drive unintended and unproductive behaviors that have negative impacts on IT and produce negative service outcomes.
Impact and Result
Effective service metrics will provide the following service gains:
- Confirm service performance and identify gaps.
- Drive service improvement to maximize service value.
- Validate performance improvements while quantifying and demonstrating business value.
- Ensure service reporting aligns with end-user experience.
- Achieve and confirm process and regulatory compliance.
Which will translate into the following relationship gains:
- Embed IT into business value achievement.
- Improve the relationship between the business and IT.
- Achieve higher customer satisfaction (happier end users receiving expected service, the business is able to identify how things are really performing).
- Reinforce desirable actions and behaviors from both IT and the business.
Research & Tools
Start here – read the Executive Brief
Read our concise Executive Brief to find out why you should develop meaningful service metrics, review Info-Tech’s methodology, and understand the four ways we can support you in completing this project.
|Develop Meaningful Service Metrics – Executive Brief|
|Develop Meaningful Service Metrics – Phases 1-3|
1. Design the metrics
Identify the appropriate service metrics based on stakeholder needs.
|Develop Meaningful Service Metrics to Ensure Business and User Satisfaction – Phase 1: Design the Metrics|
|Metrics Development Workbook|
2. Design reports and dashboards
Present the right metrics in the most interesting and stakeholder-centric way possible.
|Develop Meaningful Service Metrics to Ensure Business and User Satisfaction – Phase 2: Design Reports and Dashboards|
|Metrics Presentation Format Selection Guide|
3. Implement, track, and maintain
Run a pilot with a smaller sample of defined service metrics, then continuously validate your approach and make refinements to the processes.
|Develop Meaningful Service Metrics to Ensure Business and User Satisfaction – Phase 3: Implement, Track, and Maintain|
|Metrics Tracking Tool|
Onsite Workshop: Develop Meaningful Service Metrics
Onsite workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn't enough, we offer low-cost onsite delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.
The slides in this Best Practice Blueprint will walk you step-by-step through every phase of your project with supporting tools and templates ready for you to use.
Project Accelerator Workshop
You can also use this Best Practice Blueprint to facilitate your own project accelerator workshop within your organization using the workshop slides and facilitation instructions provided in the Appendix.
Module 1: Design the Metrics
- Define stakeholder needs for IT based on their success criteria and identify IT services that are tied to the delivery of business outcomes.
- Derive meaningful service metrics based on identified IT services and validate that metrics can be collected and measured.
Key Benefits Achieved
- Design meaningful service metrics from stakeholder needs.
- Validate that metrics can be collected and measured.
|1.1 Determine stakeholder needs, goals, and pain points.||
|1.2 Determine the success criteria and related IT services.||
|1.3 Derive the service metrics.||
|1.4 Validate the data collection process.||
|1.5 Validate metrics with stakeholders.||
Module 2: Design Reports and Dashboards
- Determine the most appropriate presentation format based on stakeholder needs.
Key Benefits Achieved
- Ensure the metrics are presented in the most interesting and stakeholder-centric way possible to guarantee that they are read and used.
|2.1 Understand the different presentation options.||
|2.2 Assess stakeholder needs for information.||
|2.3 Select and design the metric report.||
Module 3: Implement, Track, and Maintain Your Metrics
- Run a pilot with a smaller sample of defined service metrics to validate your approach.
- Make refinements to the implementation and maintenance processes prior to activating all service metrics.
Key Benefits Achieved
- High user acceptance and usability of the metrics.
- Processes of identifying and presenting metrics are continuously validated and improved.
|3.1 Select the pilot metrics.||
|3.2 Gather data and set initial targets.||
|3.3 Generate the reports and validate with stakeholders.||
|3.4 Implement the service metrics program.||
|3.5 Track and maintain the metrics program.||
Speak With an Advisor
Get the help you need in this 3-phase advisory process. You'll receive 6 touchpoints with our researchers, all included in your membership:
Guided Implementation #1 - Design the metrics
- Call # 1 Design metrics based on business needs
- Call # 2 Validate the metrics
Guided Implementation #2 - Design reports and dashboards
- Call # 1 Select presentation format
- Call # 2 Review metrics presentation design
Guided Implementation #3 - Implement, track, and maintain metrics
- Call # 1 Select and implement pilot metrics
- Call # 2 Determine rollout process and establish maintenance/tracking mechanism
- Valence Howden
- Paul Brown
- Kimberly Jiang
- Joe Evers, Joe Evers Consulting
- Glen Notman, Associate Partner, Citihub
- David Parker, Client Program Manager, eHealth Ontario
- Marianne Doran Collins, CIO, The CIO-Suite, LLC
- Chris Kalbfleisch, Manager, Service Management, eHealth Ontario
- Joshua Klingenberg, BHP Billiton Canada Inc.