Business Value Dashboards

Transcription

1 Business Value Dashboards Clive Smith Julie L. Mohr

2 JLM1 ITSM - DASHBOARDS Some 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

3 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

4 JLM2 ITSM - DASHBOARDS Some 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

5 Slide 3 JLM2 Just some ideas off the top of my head of how it connects to service management Julie L. Mohr, 2/16/2014

6 ITSM - DASHBOARDS Where 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? Up To The Next Level Data Collection Point Consolidation Integration Layer Detail Data Data Layer

7 ITSM - DASHBOARDS Dashboard 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 Layer

8 BVD - DASHBOARDS Technology 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

9 ITSM Role Specific Information Example: 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

10 ITSM Role Specific Information Example: 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 Vertical Communication General Operations Horizontal Communication Service Desk Operations Major Incident Service Level Detailed Data From Incident Management

11 ITSM Service Desk From The Ground Up: Detailed Incident Data Provides important metrics for management of Incidents and Requests Service Desk

12 ITSM Major Incident From The Ground Up: Detailed Major Incident Data Keep the business informed of service restoration Major Incident

13 ITSM Service Level From The Ground Up: Detailed SLA Data View service level breaches for the days processing Same data, varying need and understanding Service Level

14 ITSM Project Director From the Ground Up: Summarized Project Data Traffic light alert system for project portfolio Provides important metrics for management of projects Project Director

15 ITSM Asset From the Ground Up: Summarized Infrastructure Data Leased Assets Penalty Report Past 6 Months Asset / Vendor

16 ITSM Operations From the Ground Up: Summarized Operational Data Viewed by service managers, service desk manager, operations manager, and the CIO CIO Service Desk Service Operations

17 ITSM Dashboards From the Ground Up Detailed Data Summarized, based on need and user Presented & Tailored to Role and Responsibility General Operations Wisdom Service Desk Operations Major Incident Service Level Data Presented & Summarised For Analysis and Decision Making Knowledge Integrated Detailed Data Information Multiple Sources Data

18 BVD Dashboards So what data / conversation percolates from the CIO to the business? Human Resources Director Chief Financial Officer Chief Executive Officer General Retail General Commercial Chief Information Officer Tailored for specific Roles and Responsibilities General Operations Service Desk Operations Major Incident Service Level Data Summarised For Analysis and Decision Making

19 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

20 BVD Dashboards Details The CIO may need to drill into the supporting detail if requested by the business In 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.

21 PPM Dashboard and BVD This Dashboard is great for the 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

22 BVD Must Provide Detail

23 Infrastructure - Asset Dashboard This Dashboard is great for the 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?

24 BVD For Leased Assets 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

25 ITSM Software Assets 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 2 nd, software we deployed and that we have not paid for Exposure Summary of detailed data

26 BVD - Pulling IT all Together

27 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

28 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 Business Conversation Wisdom Summarized Detail Data

29 Questions