1. Info-Tech Research Group1 1 Info-Tech Research Group, Inc. is a global leader in providing IT research and advice. Info-Tech’s products and services combine actionable insight and relevant advice with ready-to-use tools and templates that cover the full spectrum of IT concerns. © 1997-2015 Info-Tech Research Group Inc. Headline / Subhead Vertical Spacing V4 Establish a Service Metrics Program That Meets Business Needs Measure IT right and measure it well.

2. Info-Tech Research Group2 2 This Research is Designed For:This Research Will Help You: This Research Will Assist:This Research Will Help You: This Research Is Designed For:This Research Will Help You: This Research Will Also Assist:This Research Will Help Them: About this research CIOs in organizations that wish to improve the current metrics program. CIOs in organizations that wish to establish a metrics program. Understand best practices in designing a service metrics program. Implement a metrics program that not only monitors and addresses performance of IT services, but also demonstrates the value of IT to the business. IT Managers Identify which metrics to track and how to present the results of the metric data to the business.

3. Info-Tech Research Group3 3 Resolution Situation Complication Info-Tech Insight Executive summary CIOs are constantly challenged to prove the value of IT, and a large part of IT’s value comes from the continuous improvement of IT services to satisfy the changing needs of end users. A service metrics monitoring and reporting program enables the continuous improvement of IT services. However, IT metrics systems are rarely set up with business goals in mind. Often, the metrics results are not used to identify areas for continuous improvement. Almost always, the amount of effort that goes into producing reports and dashboards is not rewarded with the attention it deserves from its audience. In order to produce insightful service metrics reports that lead to corrective actions, CIOs must identify key metrics based on business goals/metrics and present them in a concise and tailored report for the targeted audience. This project blueprint will walk organizations through the process of monitoring, evaluating, and improving service metrics: ◦ Define the objectives of the metrics program. ◦ Create a metrics plan to meet business needs. ◦ Optimize metrics collection and reporting processes. 1.Metrics must be presented in business terms. Collecting and presenting metrics is not difficult; collecting relevant data that is translated into business terms for the right audience is the real challenge. 2.Metrics will drive behavior. Be careful when setting targets; metrics can influence behavior in unexpected ways, resulting in undesired and unexpected consequences.

4. Info-Tech Research Group4 4 There is no one right service metrics program: create one that is right for your organization’s needs A service metrics program can be used to demonstrate the value of IT to business stakeholders, to identify trends and proactively adapt to changing business environments, and to continuously improve on service delivery. This project will focus on the two most important dimensions of the service metrics program – identifying metrics that meet business needs and creating a repeatable, effective data collection and reporting process. By following the steps in this blueprint, your organization can define its high-level program objectives, its prioritized stakeholders, and create a metrics program that will continuously improve IT service performance to the business. of the senior management team bought into the value of service metrics and reporting. 56% of time and effort and should be dedicated to data analysis, while 15% and 20% should be spent on data capture and data reporting respectively. 65% of respondents collect service desk metrics. 90% of organizations track metrics, but do not analyze and report them in a systematic and effective manner. 68% Source: Info-Tech’s webinar survey Source: Ibid. Source: DeMers, Jayson. “2014 is the Year of Digital Marketing Analytics.” Forbes, 2014.2014 is the Year of Digital Marketing Analytics Source: Info-Tech’s webinar survey Metrics are vital to the organization’s success and therefore, should be handled as highly valued knowledge assets. With that said, metrics provide information, via reports, that can create incredible amounts of knowledge. Ultimately, as a service provider your metrics are part of your intellectual property. - The Definitive Guide to IT Service Metrics by Kurt McWhirter, ‎Ted Gaughan

5. Info-Tech Research Group5 5 While there is no correct metrics program, there are effective and ineffective ones Monitor and report on metrics that the business cares about Improve alignment between IT and business/end users Identify trending metrics to understand the past and prepare for the future Identify improvement opportunities Demonstrate service/process performance Justify need for or acquisition of additional IT resources Make it easier for non-IT stakeholders to understand Adapt to new technologies Reduce redundancy/costs in IT hardware or software if they are not needed based on metrics ×Unable to demonstrate value in assisting business operations and achieving business strategies ×Do not provide business users with an easy, relevant understanding of IT’s performance and value ×Cannot justify budget or need for acquisition of additional IT resources ×Fail to understand, monitor, and improve IT service performance ×Unable to negotiate target metrics with business users ×Unable to predict trends in metrics to prepare for changes in IT operations ×Do not provide comparisons to past performance and other service providers ×Increase cost through processes that are not repeatable and are not agreed upon by all stakeholders Ineffective Metrics Programs:Effective Metrics Programs:

6. Info-Tech Research Group6 6 Decide if now is the right time to build out a service metrics program Aligning IT metrics to business goals/metrics. Metrics are not currently driven by business needs to deliver business value. Standardized definition of metrics. Different organizational levels and functional teams use different definitions for metrics, resulting in a lack of consistency and meaningful comparisons. Repeatable process. The current metrics program does not have a repeatable, agreed-upon process for monitoring, measuring, and analyzing metrics. Thus, I am unable to establish continuous improvement. Proving the value of IT. Unable to prove the value of IT services in the organization, and the metrics used to measure success are not effective. Choosing metrics tailored to the needs of the audience. I don’t know what metrics we should be tracking, and how our service delivery metrics compare to the industry. I need metrics that indicate when I need to be taking action, instead of showing me what has already passed. Simplifying metrics reporting. I have an overload of metrics that aren’t driving the value we’d originally intended. Translating report insights into corrective action. The metrics reports we produce are not analyzed and translated into actions/business benefits. Aligning IT metrics to business goals/metrics. Metrics are not currently driven by business needs to deliver business value. Standardized definition of metrics. Different organizational levels and functional teams use different definitions for metrics, resulting in a lack of consistency and meaningful comparisons. Repeatable process. The current metrics program does not have a repeatable, agreed-upon process for monitoring, measuring, and analyzing metrics. Thus, I am unable to establish continuous improvement. Proving the value of IT. Unable to prove the value of IT services in the organization, and the metrics used to measure success are not effective. Choosing metrics tailored to the needs of the audience. I don’t know what metrics we should be tracking, and how our service delivery metrics compare to the industry. I need metrics that indicate when I need to be taking action, instead of showing me what has already passed. Simplifying metrics reporting. I have an overload of metrics that aren’t driving the value we’d originally intended. Translating report insights into corrective action. The metrics reports we produce are not analyzed and translated into actions/business benefits. As a CIO, I am experiencing difficulty achieving the following goals through the current metrics program: This research is designed to help small to medium-sized organizations successfully implement a metrics program. Assess your fit for this blueprint by considering if the statements below sound familiar:

7. Info-Tech Research Group7 7 Overview of project phases Project Steps for Establishing a Service Metrics Program 1. Launch the project 2. Define the objectives of the metrics program 3. Create a metrics plan to meet business needs 4. Optimize metrics collection and reporting process 5. Implement metrics program This research is designed not only to teach you what to do, but also to provide each of the key steps to be successful. Our best-practice approach is enhanced by insights and guidance from our analysts, industry experts, and clients.

8. Info-Tech Research Group8 8 Find the right leader for this project As a CIO, you should initiate and sponsor this project, but you’ll need to delegate the project work to a key individual who will see it through to completion. Excellent communication skills Above-average drive Business-focused Proven track record of rapport with business stakeholders Excellent communication skills Above-average drive Business-focused Proven track record of rapport with business stakeholders A suitable project leader for this project should have the following characteristics:

9. Info-Tech Research Group9 9 Info-Tech offers various levels of project support to best suit your needs DIY Toolkit Guided Implementation Workshop Consulting “Our team has already made this critical project a priority, and we have the time and capability, but some guidance along the way would be helpful.” “Our team knows that we need to fix a process, but we need assistance to determine where to focus. Some check-ins along the way would help keep us on track.” “We need to hit the ground running and get this project kicked off immediately. Our team has the ability to take this over once we get a framework and strategy in place.” “Our team does not have the time or the knowledge to take this project on. We need assistance through the entirety of this project.” Degree of Customization Diagnostics and consistent frameworks used throughout four options Info-Tech Involvement

10. Info-Tech Research Group10Info-Tech Research Group10 Use this Services Thought Model when determining which level of support suits your project needs DIY Toolkit Guided ImplementationWorkshopConsulting TimelineLong-term Long to medium- term Short-termVery short-term Budget No budget to low budget Low to medium budget Medium to high budget Capability of Team HighMedium to HighMediumLow to Medium Customization Required No to low customization Low customization Medium customization High customization

11. Info-Tech Research Group11Info-Tech Research Group11 Best- Practice Toolkit 1.1 Identify stakeholders 1.2 Define objectives for the metrics program 1.3 Create project charter and obtain sign- off 1.4 Create metrics to measure value of the metrics program 2.1 Assess how well the current metrics program is meeting business needs and the maturity of the program 2.2 Identify current and future business and IT stakeholders 2.3 Determine high level goals and requirements of the business and IT stakeholders for the metrics program 2.4 Identify any unmet goals and requirements 3.1 Define service metrics in business language 3.2 Break down service metrics into the relevant IT metrics 3.3 Establish baseline metrics 3.4 Negotiate target metrics 3.5 Gain buy-in internally and externally for target metrics 4.1 Clearly define supporting IT metrics 4.2 Identify data gathering processes 4.3 Identify and address any gaps 4.4 Assess data completeness and validity 4.5 Create customized reports 4.6 Track and analyze deviations 4.7 Take corrective action to address deviations 5.1 Develop program roll-out plan 5.2 Develop communication plan 5.3 Implement the new metrics program 5.4 Gather feedback and continually update the metrics program 5.5 Measure value Guided Implement- ations Review project team members, project charter, and metrics Review process maturity Define high level objectives Define and prioritize stakeholders Identify unmet goals and requirements Define metrics in business language Break down service metrics into IT metrics Negotiate metrics Identify metrics collection processes and tools Create tailored metrics report Develop program roll-out plan Continuously monitor program to adapt to business needs Optimize metrics program processes Service Metrics Program– project overview Define metrics program objectives Create metrics plan to meet business needs Launch the project Implement metrics program

12. Info-Tech Research Group12Info-Tech Research Group12 Day 1Day 2Day 3Day 4Day 5 PreparationWorkshop Day Working Session Launch the project Identify stakeholders Define objectives for the metrics program Create project charter and obtain sign-off Create metrics to measure value of the metrics program Define metrics program objectives Assess how well the current metrics program is meeting business needs and the maturity of the program Identify current and future business and IT stakeholders Determine high level goals and requirements of the business and IT stakeholders for the metrics program Identify any unmet goals and requirements Create metrics plan to meet business needs Define service metrics in business language Break down service metrics into the relevant IT metrics Establish baseline metrics Negotiate target metrics Gain buy-in internally and externally for target metrics Optimize metrics program processes Clearly define supporting IT metrics Identify data gathering processes Identify and address any gaps Assess data completeness and validity Create customized reports Track and analyze deviations Take corrective actions to address deviations Implement metrics program Develop program roll-out and communication plan Implement the new metrics program Gather feedback and continually update the metrics program Measure value Next steps Monitor implementation of the project initiation and planning processes Workshop overview This workshop can be deployed as either a four or five day engagement depending on the level of preparation completed by the client prior to the facilitator arriving onsite. The light blue slides at the end of each section highlight the key activities and exercises that will be completed during the engagement with our analyst team. Contact your account representative or email Workshops@InfoTech.com for more information.Workshops@InfoTech.com