Integrated Measurement - KPIs and Metrics for ITSM

Integrated Measurement - KPIs and Metrics for ITSM: A narrative account

DANIEL McLEAN
https://www.jstor.org/stable/j.ctt5hh4p0
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  • Book Info
    Integrated Measurement - KPIs and Metrics for ITSM
    Book Description:

    Companies often turn to Key Performance Indicators (KPIs) to measure performance, but there is a common misconception that the mere act of measurement will change behavior and improve performance. This book is one of a series covering the implementation of new processes within an organization and how to facilitate behavior changes to make the project a success. This volume deals with the implementation of a KPI management system. Integrated Measurement – KPIs and Metrics for ITSM cleverly utilizes a narrative story to make the subject matter accessible and engaging for the reader. The characters are fictitious, but the story comes from the author’s own experience and real third party accounts. Each chapter ends with conclusions drawn from events in the story, giving the reader a wealth of practical advice on the pitfalls to anticipate and avoid. Readers with little or no ITIL® background will find this book interesting, entertaining and extremely useful in understanding the keys to a successful implementation of a KPI management system.

    eISBN: 978-1-84928-486-8
    Subjects: Technology

Table of Contents

  1. Front Matter
    (pp. 1-4)
  2. PREFACE
    (pp. 5-6)
  3. ABOUT THE AUTHOR
    (pp. 7-7)
  4. ACKNOWLEDGEMENTS
    (pp. 8-8)
  5. Table of Contents
    (pp. 9-9)
  6. INTRODUCTION
    (pp. 10-11)

    IT organizations love measurement. People in IT have a quantitative mindset, and are comfortable comparing things on a numerical basis. Most can rattle off a long series of what they believe to be Key Performance Indicators (KPIs). They see KPIs as simple calculations best left to machines, or preconfigured in vendor tool sets.

    Unfortunately, developing KPIs that meet the needs of IT and our business partners, is more complicated than that. It doesn’t have to be hard or arcane, however, it does need to be thoughtful. It needs integrated goals, meaningful measures, data with integrity, and specialized reporting that examines...

  7. CHAPTER 1: SO EASY EVEN A CHILD COULD DO IT
    (pp. 12-22)

    I sat quietly in our CIO’s office, trying to adopt the appearance of being present, yet still not eavesdropping – and it wasn’t easy. Across the desk, Jessica, the CIO, carried on a phone conversation unrelated to our meeting. At least I hoped it was unrelated. Based on the side of the conversation I couldn’t ignore, it was not one where you wanted to be the subject of the discussion.

    It was striking how plain and functional her office appeared. With its standard size and furniture, it displayed that corporate neutral, impersonal space guaranteed to offend no one. Yet by...

  8. CHAPTER 2: I’D THOUGHT THINGS WERE GOING RATHER WELL
    (pp. 23-36)

    I slapped the side of the terminal as the screen went dark, and all the data I’d loaded into the SMT for the last 30 minutes dissipated into the ether. “Your mother was a toaster and your father was a cockroach who loved her because she’d never been cleaned,” I snapped.

    I’d yelled loud enough for anyone on our floor to hear; if there had been anyone else near my cube at 1.30 am. While everyone else was gone, either sleeping or partying, I was stuck here trying to get this stupid SMT tool to work well enough for me...

  9. CHAPTER 3: TRY TO GET IT RIGHT THIS TIME
    (pp. 37-46)

    I’d spent the last 24 hours thinking about the meeting yesterday and I still couldn’t get it out of my head. I leaned back in my chair and closed my eyes, trying to get the din from the cubicles surrounding mine to drive the anger and frustration out of my head. It didn’t work. I kept trying to get my thoughts focused around what had gone wrong, so I could fix it before my first official one-on-one with Sergiu – in 10 minutes.

    It didn’t matter what Sergiu would say. There was nothing wrong with what I’d done. The presentation...

  10. CHAPTER 4: THE TRIVIAL MANY VERSUS THE MEANINGFUL FEW
    (pp. 47-59)

    I had no experience with Molly. The word was that her work was high quality. Whether or not it was good value for the company, or necessary, was another issue decided way above my pay grade. Molly wasn’t an employee. She was one of the SMT consultants who had descended on the company before the ink was dry on the sales contract. That was over two years ago, and they were still here. I’d heard that their contract had just been extended, and that they would probably be here for at least another six months, helping us get the tool...

  11. CHAPTER 5: TEACHING OLD DOGS NEW TRICKS
    (pp. 60-71)

    I walked into Sergiu’s office for our status meeting, right on time. That was good, because chronically late to meetings was one of the items Lee had called out on my PIP, even though I’d never been late to one while working for him. Actually, it appeared I was early, because he still had someone sitting across the desk from him. As soon as Sergiu noticed me, he stood up and motioned for me to come into his office. As he did, the new guy stood up, turned around, and extended his hand.

    I’d never seen this guy before, and...

  12. CHAPTER 6: EVERY JOURNEY BEGINS WITH A DESTINATION
    (pp. 72-80)

    Art shook his head, and then pulled a pair of reading glasses from his shirt pocket and started to read. After a moment, he pulled a mechanical pencil out of that same pocket. He gave the pencil two clicks, and without asking, began making either an “X” or a “Checkmark,” beside each KPI.

    “Yes … No … No … No … Yes …” Art stopped, and looked up at me, his pencil’s tip frozen to a KPI on the list. “Are you kidding me? Did you even look at these? Where did you get them? Please tell me you didn’t...

  13. CHAPTER 7: FRIEND OR FOE?
    (pp. 81-94)

    I never heard from Art and Sean again that day. I passed by the break room a while later, but they weren’t there. I didn’t even want to imagine where they had wandered, or what was amusing them. It was past my normal quitting time, so I did a habitual end of the day quick check of my calendar for tomorrow, before shutting everything down. It was a good thing I did.

    Sergiu had sent a meeting invitation for first thing in the morning in his office with Art and me, to get an update on our progress. When you...

  14. CHAPTER 8: HUNTERS AND GATHERERS
    (pp. 95-105)

    I’d started off trying to meet with Danesh, the director over the people who managed the company’s data repositories, and was also responsible for the company’s efforts in the implementation of operation of the SMT system. That had gone nowhere. I couldn’t even get past his administrative assistant, especially when I tried to communicate what I wanted to meet about. She gave me a lot of creative excuses, but I knew the reality.

    He wasn’t interested in meeting with me for three reasons. First, I was at a lower level in the organization, and meeting with me would not help...

  15. CHAPTER 9: WHISPERS IN THE HALLS
    (pp. 106-115)

    Both Art and Molly were in Sergiu’s office when I got there, and judging by the conversation, they were deep in discussion. I knocked on the wall at the entrance, and everyone turned toward the door. As soon as they saw me, they stopped speaking.

    “We can continue this later,” said Art.

    Molly nodded, and Sergiu said, “Whatever you feel is best is fine with me. Just set up some time with my admin.”

    I waited just outside the office as Art and Molly walked past.

    “Hi,” grinned Molly. “Great to see you again.” I nodded and smiled.

    Art walked...

  16. CHAPTER 10: WHAT’S THE USE?
    (pp. 116-126)

    The three of us were jammed into Molly’s tiny rental car. It was well engineered enough that there should have been plenty of room for all of us. However, I was stuck in the back seat, surrounded by bags of clothes and shipping boxes full of business documents. From my vantage, it looked like she’d skipped the hotel and was living in her car.

    “Sorry for the mess,” she blurted, swerving around a double tractor trailer whose wake threatened to suck our car up underneath its tires. Her gyrations sent a pile of containers raining down on me. Molly drove...

  17. CHAPTER 11: BRINGING IN THE DATA
    (pp. 127-137)

    Molly and I left Art back at the main building, where he had a meeting with Sergiu. I tried hard not to be nervous about that. Who knew what kind of lies he was going to spread with my boss. My only hope was to get all the help from Molly that I could, to make this project a big success.

    She signed me into the service desk building, and we had just reached her office when a knock came on the door. A moment later Ahermet stepped into the room.

    “Is this a good time”? he asked, in English...

  18. CHAPTER 12: THE SIGNAL AMONGST THE NOISE
    (pp. 138-149)

    Trey had been at the company only about a year longer than I had. He’d come to the company straight out of school, and he’d flown through school. Word was that he finished a double BS in Computer Science and Data Mining in two years, and an MS in Applied Information Economics in two more. While he didn’t have an extensive work history as an employee, as a graduate student, he’d consulted to a number of marketing firms, advising them on how to deal with big data – the exabytes of information they’d collected, but couldn’t manipulate into useful information...

  19. CHAPTER 13: KNOWLEDGE WANTS TO BE FREE
    (pp. 150-160)

    “Are we waiting for Molly and Art”? I asked, as Sergiu rifled through the folders on his desk.

    He shook his head. “No, this is just between you and me. We need to have an important conversation.”

    That didn’t sound very good to me. I had brought all the information we’d collected about the service desk KPI process, on the assumption we were going to go through our progress and the next steps.

    Sergiu opened the one I had prepared about service desk KPIs. “I’ve looked through your presentation, and I was a little bit surprised at what I read....

  20. CHAPTER 14: LONG GOODBYES
    (pp. 161-171)

    I lingered in the hall outside the boardroom for a few minutes, before heading back to my cube. The door was closed, and although I could hear the muffled sound of voices, none of the conversation was intelligible … and that was killing me.

    Just a few feet away from me, on the other side of that door, a group of people were talking about all the work I had done with Molly and Art … work that my boss, Sergiu, was presenting. His being my boss didn’t give him any special knowledge of what I had come up with,...

  21. ITG RESOURCES
    (pp. 172-175)