Key Performance Indicator 26 Success Secrets Copyright by Benjamin Hodges Notice of rights All rights reserved. No part of this book may be reproduced or transmitted in any form by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Notice of Liability The information in this book is distributed on an As Is basis without warranty. While every precaution has been taken in the preparation of he book, neither the author nor the publisher shall have any liability to any person or entity with respect to any loss or damage caused or alleged to be caused directly or indirectly by the instructions contained in this book or by the products described in it. Trademarks Many of the designations used by manufacturers and sellers to distinguish their products are claimed as trademarks. Where those designations appear in this book, and the publisher was aware of a trademark claim, the designations appear as requested by the owner of the trademark. All other product names and services identified throughout this book are used in editorial fashion only and for the benefit of such companies with no intention of infringement of the trademark. No such use, or the use of any trade name, is intended to convey endorsement or other affiliation with this book. 1
Contents CSIP: ITIL Planning To Implement Service Management 3 Frequency / Session per Unique Indicates Visitor Loyalty to Websites 3 What s In Store For You In a Business Intelligence Course 5 Business Performance Management The Driving Force of Business 6 Continual Service Improvement Types of Metrics 6 Key Performance Indicators (KPIs) 7 Help Desk Glossary 12 About SQL Server 2005 Reporting 19 About Web Analytics 20 How To Get Training In Retail Management 20 ITIL v3 Foundation Glossary 21 Why Managers Have to Re-Examine Customer Call Center Policies 30 The Story of Balanced Scorecard Success 31 Examining KPI (key performance indicators) in service level management 32 The Help Desk (Service Desk) 34 An Overview of SQL Server Report 39 Key Performance Indicators (KPIs) 39 Saving Lives Through Healthcare Business Intelligence 40 SOA BPM Redefined 41 The Importance of KPIs in the BPM Process 41 What is Web Analytics Association Standards Committee? 42 Service Catalog : Publication the definition must be published in a service catalog. 43 Project Procurement Management 44 SMART targets With regard to Project Management Cost Reporting the following metrics. 46 The Three Functional Areas of BPM Software 48 The Use of Call Center Software 48 2
CSIP: ITIL Planning To Implement Service Management ITIL planning to implement service management falls under the service management process of ITIL. It is primarily concerned with providing businesses guidelines on how to align the current business IT infrastructure with future business IT needs and requirements. The ITIL planning to implement service management will develop guidelines for the Continuous Service Improvement Program (CSIP) which will include creating a vision, analysis of the organization, setting of goals, implementation of IT service management and measuring and evaluating progress through the use of Key Performance Indicators (KPI).If organizations are embarking on an ITIL planning to implement service management, it should be understood that they have fully adopted the ITIL framework of best practice approaches and have a clear understanding of the service management concepts.basic questions need to be answered in planning to implement service management in ITIL. The first and most important would be answering what the vision is. A vision statement will create a purpose for the CSIP and will bring about commitment from the individuals and empower everyone involved in the project.after creating a vision, the next step in ITIL planning to implement service management is to determine the current IT infrastructure and analyse where it is now and where it wants to be in the future. This will determine the service management and stakeholders maturity. By carefully mapping out and analysing the current IT organization, the company can then set goals in achieving its future requirements and they can fully define where they want to be with regards to future roles based on current assessment.once the management has created a vision, analysis and set its goals, it is then time to implement the IT service management. It should be clear, empowering, well communicated and with a clear sense of accountability. This way, your ITIL planning to implement service management can have measurable goals that can be evaluated.the ITIL planning to service management is just one of the many ITIL processes. All businesses should have a program for continuous improvement so future requirements are expected. Frequency / Session per Unique Indicates Visitor Loyalty to Websites Frequency / session per unique visitors are important web analytics metrics. The data generated through this measurement is a critical key performance indicator for websites. Simply said, frequency determines the loyalty of website visitors as it tracks the number of repeat traffic against unique first visits. 3
A website with lots of frequent visitors means it has a solid base of loyal customers ready to buy its products or services. The frequency of page visits also indicates that customers are always checking for web updates or new product promotions. This usually means a steady stream of income can be generated by a website. Most web analytics program and utilities can record page view frequency. By recording the IP addresses of visitors, the web analytics tool can determine repeat traffic on a website. Some web analytics tools can also provide geo tracking frequent visits. This means the web monitoring tool can see visitor locations and cluster them into meaningful page visit information. Companies therefore can focus their up-sell marketing strategies on areas where they have loyal visitors. A good way to improve and boost frequency or session per unique visit is to utilize web 2.0 apps and functionalities. Such tools such as syndication and feed stream and local client application can be used to get loyal visitors. Through these third party applications, the website will always be connected to the computer of visitors. These apps also provide convenience to visitors. Through these additional tools and web functionalities, page visit frequency could be guaranteed. ******Hosted Web Analytics: Your Total Web Stats Solution Sometimes, companies opt to use web analytics tool that are installed on their server. Actually their reason for that is they want to keep their web performance measurement secret. And also it is good for them that they have the right technological architecture that they can use their own server to house the tool. But not all companies are capable of buying those tools for their server. And for this reason, more and more web analytic tools are being created that are hosted on the site of the producer. Most often, you just need to use some codes on your pages. The service is actually hosted on an outside server. These types of web analytics actually do the same thing. You can check who visited your site, how they get through your website and the things that they are 4
interested with. You do not have to install anything or configure something since the measurements will commence as soon as you just copied and pasted the code on your website. There are also paid and free hosted web analytics tools. Two of the free hosted web analytics tools are W3counter and ihitcounter. The process to use them is simple since you just have to use the codes provided. From there, you can get unlimited reporting for the page views on your site, the keywords that were used to get to your site, unique visitors and even where the visit originated. They also offer graphs and charts for your web measurements so that you can easily analyze them and make the necessary strategies to increase the site performance. What s In Store For You In a Business Intelligence Course If you are a business intelligence practitioner, a business intelligence course will surely help hone your skills as well as increase your chances of getting promoted (plus receiving a higher compensation as well!). Many business intelligence courses start off with a review of its foundations, such as effective decisionmaking. Designed as an introductory course, it allows the practitioners to know more about the development of the different systems that will allow him or her to fully grasp all the relevant data coming from the different segments of an enterprise, organize the data in a more coherent structure and come up with means to effectively analyze the data in order to make more sound rational decisions. In addition, business intelligence course will also have a session on multidimensional analysis. Here, one will learn about the concepts as well as the current methodologies that are used to create online analytical processes or OLAP databases. The practitioners will learn how they can develop their key performance indicators by using hands-on exercises that allow them to work with the actual current server tools that will let them create their own data, process it, browse through the system and finally secure it in various ways. Another topic that is an essential know-how of any business intelligence practitioner is data warehousing. In data warehousing, one will be introduced to the concepts that are associated with the way a data warehouse is developed. Many students will learn how to apply the ECCD or extract, clean, conform and finally deliver the organizational data and create a dimension as well as a fact table that is required in a data warehouse. 5