New trends in IT transformation and IT performance monitoring

Transcription

1 New trends in IT transformation and IT performance monitoring Webinar for KPI Library Community Jérôme Martin Partner IT Strategy Damien Palacci Partner Finance & Performance Management 19 February 2013

2 What are the challenges incumbent to IT transformation?

3 What are the challenges incumbent to IT transformation? CIOs are facing multiple challenges Client Name here 3

4 What are the challenges incumbent to IT transformation? Digital revolution Client Name here 4

5 What are the challenges incumbent to IT transformation? Cloud Computing Digital revolution Client Name here 5

6 What are the challenges incumbent to IT transformation? Business intelligence and performance management Client Name here 6

7 What are the challenges incumbent to IT transformation? Q&A Client Name here 7

8 Pole 1: CIO Challenges What are your top 3 IT management concerns for 2013? 1. Business agility & speed to market 2. Fuel innovation 3. Business productivity and cost reduction 4. Enterprise architecture/infrastructure capability 5. Other Client Name here 8

9 Why are monitoring and benchmarking so crucial?

10 Why are monitoring and benchmarking so crucial? Performance management is key to guarantee alignment and execution Performance Management Cycle Client Name here 10

11 Why are monitoring and benchmarking so crucial? KPIs and Dashboards shall be fitted to their usage and recipients Ad-hoc analysis Detail analysis related to a midterm / long term decision Operational dashboard Follow-up operational activity or information on services for internal customers Recipient: IT teams / IT Directors / Business Illustration 1 D W M Q Y D W M Q Y Balanced scorecards Other detailed reporting Detailed data with frequent updates for depth analysis Key performance indicators followup to ensure alignment with strategy D W M Q Y Financial management Costing, pricing and billing for both internal and external purpose Recipient: CIO / Finance / Business Illustration 2 D W M Q Y D W M Q Y Recipients: IT Directors / CIO / CEO Illustration 3 Client Name here 11

12 What are the must have KPIs?

13 What are the must have KPIs? Application owner oriented Zoom on recurring activities % incidents addressed in time (Engagement: 85%) 95% 90% 85% 80% Support % calls solved online (Engagement: 65%) 80% 75% 70% 65% 60% Disponibility % applications respecting availability agreement except MEP févr.-10 Name application 1 Number of downtime hours per month Threshold: 144h downtime cumulated on 12 month Nb downtime hours % office work requests addressed in time (Engagement: 80%) 90% February: 4512 incidents February: 6098 calls % external authorizations processed in time (10 days) (Engagement: 80%) 90% janv.-10 déc.-09 nov.-09 oct.-09 sept.-09 Response time 2010 budget monitoring 80% 70% 60% 70% 50% 30% 0% 20% 40% 60% 80% 100% Budget Evolutions 20% 80% March: 983 DT March: 83 auth. 37 applications out of 37 meet the availability agreement except MEP Actuals: 200 K Budget: 1 M Budget MCO 50% 50% Actuals: 1 M Budget: 2 M Client Name here 13

14 What are the must have KPIs? Financial management and business oriented WORKSTATION SERVICE Service line Office Volume workstations Tariff COSTS Evolution 25,0 M 23,0 M BILL CLIENT A Total bill M Total bill M BILL DETAIL 20,0 M 17,0 M 19,0 M Services Unit price (2011) Volume 11 Bill 11 Bill evolution 15,0 M YTD 2010 Connectivity 10,0 M 5,0 M YTD Budget 11 YTD 11 LAN ,0M WAN ,6M 0,0 M COSTS REVENUES Monitoring 30,0 M 25,2 M 25,0 M 23,0 M 20,0 M 15,0 M 10,0 M 5,0 M 0,0 M YTD 11 Recettes 11 Office Fixed workstation ,0M Messaging ,0M Hosting VM hosting k Go 45,0M Storage Po 20,0M Client Name here 14

15 What are the must have KPIs? Balanced Scorecard Support Performance Incidents Backlog: Number of Critical Incidents: 2 Change Requests backlog: Service Request Backlog: 19.2 days 38.2 days 5 days Incidents Resolution Time within SLA: Critical: High: Medium: Comments on support performance in processing the incidents, change request and service requests Usage/ Business Number of registered users: 3326 Number of connected users: 3126 Business indicator 1: 4245 Business indicator 2: Comments on user activity and application utilization Technical Performance Costs Availability Application Response time CPU usage Storage usage Actual versus Budget: 92.7% of Budget Annual Maintenance cost per user ( ): Number of users supported by IST FTE: 179 Incident IST cost (man-days): 3.06 CR IST cost (man-days): 2.56 Comments on the application s technical performance Comments on the application s cost Client Name here 15

16 What are the must have KPIs? CIO Balanced Scorecard IT and IS Budget tracking Cost optimization CAPEX / OPEX follow-up Quality of services delivered Reactivity User satisfaction FINANCE Performance of IS process Risk management Incident CLIENTS PROCESS HUMAN RESOURCES PROJECT Outsourcing follow-up Key competencies insourcing Innovation Status on major projects Tracking on expected results Client Name here 16

17 What are the must have KPIs? IT metrics must evolve to keep the pace of IT transformation! Workstation. tablets smartphone # sever VM instances Outsourcing: FTE # is unknown. Consumption and financial reporting Client Name here 17

18 What are the must have KPIs? Q&A Understand, follow, optimize and communicate KPI must evolve Client Name here 18

19 Pole 2: What dashboard? What IT performance dashboards would be needed in your organization? 1. Operational Excellence: Service availability and quality 2. Economic performance: Communicate and understand services costs; budget follow-up and reduction 3. Transformation & Innovation: Provide new services (capacity to innovate), transform IT/IS landscape 4. HR Management: Develop new competencies, outsourcing / insourcing 5. Balanced Scorecard: Strategic and synthetic dashboard Client Name here 19

20 What are the features of successful IT dashboards? Do's and don'ts?

21 What are the features of successful IT dashboards? Do's and don'ts? One size fits all dashboard is not an option Different clients Different challenges Different level of maturity Not one dashboard to rule them all. Tailor-made but do not reinvent the wheel: Best Practices & KPI Library Client Name here 21

22 What are the features of successful IT dashboards? Do's and don'ts? Governance and organization are as important as KPIs choice Management is everything: shared dashboard ensure relevancy and usage One single version of the truth Client Name here 22

23 What are the features of successful IT dashboards? Do's and don'ts? Automation is a priority to be investigated carefully Where does the information come from? What are KPI update frequency? How complex is the interface set-up? Key Performance Indicators must be tested and understood before automation Client Name here 23

24 How to set up a successful IT dashboards? Do's and don'ts? Q&A Unique dashboard can only be found in fairytales Ensure data consistency and sharing through a proper governance Understand and use KPI before automation Client Name here 24

25 Pole 3: Set-up an efficient IT performance management What difficulties are you facing in IT performance monitoring? 1. Lack of data or poor data quality 2. Information systems and tooling 3. Organization and processes 4. Cultural / Management style 5. Dashboard conception and KPI definition Client Name here 25

26 What are the trends?

27 What are the trends? IT transformation and innovation also impacts IT performance monitoring From home and hand made reporting to interactive and web based dashboards Present / Future Cloud computing Past Digital revolution Client Name here 27

28 What are the trends? Dashboard are becoming alive From tunnel effect project to iterative and dynamic dashboard construction Present / Future Past Client Name here 28

29 What are the trends? Cut down data crunching activities to focus on KPI analysis and decision making Present / Future Past Client Name here 29

30 What are the trends? Q&A Opportunities through new technologies and services AGIL dashboards Analysis and decision making Client Name here 30

31 New trends in IT transformation and IT performance monitoring Thank you! Client Name here 31

32 Your contacts Jerome Martin Damien Palacci BearingPoint Immeuble Galilée 51, esplanade du Général de Gaulle Paris la Défense Cedex France T F M BearingPoint Immeuble Galilée 51, esplanade du Général de Gaulle Paris la Défense Cedex France T F M jerome.martin@bearingpoint.com damien.palacci@bearingpoint.com Client Name here 32

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