STREAM 5

MINING INFORMATION

Performance & Metrics

ITSM Reporting - Adrian Heald

This presentation presents a pragmatic approach to implementing IT Service Management reporting by getting the basics right the first time. We will look at what's required for the data collection processes, at how to determine what data we should collect and at how to present that data for the differing consumers within your organisation.

HOT TOPIC

You Get What You Measure - High Value Metrics

Metrics must be carefully designed because staff members are smart and will always find a way to achieve the desired result.  When designing a metric you must be aware that metrics will drive the behaviour of your team.  The other side of this coin is that metrics must demonstrate real success to stakeholders.  How will you know if the desired result is achieved if you don't measure your progress?  In this panel session we will hear from industry leaders that have carefully chosen metrics, to balance achieving goals with demonstrating real success. They will answer questions like:

• How do I take account of the human element when I design my metrics?
• Do I measure Quantity, Quality or both?
• What measures worked when measuring this specific process?
• Are there any metrics that predict success for your project/service/company?
• I don't report on any metrics. Where do I start?
• My metrics are driving the wrong behaviour, so what do I do now?

From Silos to Systems - Michael Nyhuis

This session will delve into a series of practical approaches to developing an effective performance management system for Service Management, including the requirements for ongoing ITSM governance, reporting and improvement. The interactive workshop will take you step by step through the process, discussing common process KPIs, scorecards and practical real life examples.

The Flight for IT Funding - Miranda Bruce

This session will discuss the underlying consequences of IT budget cuts, the use of measures and metrics to highlight the impact of IT funding cuts on business services and the direct result this can have on service delivery and ultimately, the customer base.

Just Enough Service Management - Rob Stroud

This presentation will address certain tips and techniques based on feedback from Service Management implementations. We will also discuss challenges, where businesses more often than not focus on the implementation of ITIL and not providing business transformation, which allows the business to do it better, cheaper and today, faster.

Meaningful Reporting - Paul Edwards

This presentation discusses ways to ensure that the considerable time spent by managers and other ITSM specialists on reporting produces useful and meaningful outcomes complete with examples taken from the author's extensive consulting experience. This discussion is targeted at attendees interested in the Mining & Information stream, particularly line managers of staff and other stakeholders involved in reporting.

The Enterprise System Incubator: ITSM Best Practise - Nima Mir Sotoudeh

Organizations adopting enterprise systems such as ERP often focus on implementation-related factors and fail to manage post-implementation factors. Neglect of post implementation factors may actually lead to failure of the respective enterprise systems with both financial and non-financial consequences. Enterprise systems resemble newborn babies, who need an incubator in order to receive special care to be sustained and eventually embedded in the organization.

How to Get Published & ITIL Publications Update - Kirstie McGowan

This two-hour workshop presentation will guide you through the process of putting together a book proposal, giving you practical advice on how to get started and what the rewards are (financial and otherwise) for you and your paper.  It will also give an update on ITIL publications.

How Service Centric Can You Be? - Joseph Spiteri

Have you ever wondered if there is a better way to win at the cat and mouse chase to IT Service Management? This presentation will aim to share experience gained during the execution of a few organisational transformation program of works over the last 3 years, by Dowling Consulting. You will receive insights into how to engineer the future of your organisation, there by architecting and innovating to become Servicer Centric.

Keeping Score - Francis Gacenga

The measurement of the performance of ITSM is an important challenge facing organisations committed to and pursuing continual improvement. We will address the benefits reported and metrics used to measure performance of ITSM by organisations. The information presented can be applied to improve process and service effectiveness and efficiency.