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ITS Goals and Metrics
The document outlines the goals, objectives, strategies and metrics for an Information Technology Services (ITS) Balanced Scorecard. It includes perspectives for customers, internal processes, financials, and learning & growth. The customer perspective focuses on improving user experience, communication, and strategic priorities. Internal goals center around operational efficiency, coordination, and leveraging governance. Financial objectives relate to understanding costs and securing resources effectively. Learning & growth aims to develop project management, IT service skills, and the workforce. Metrics will measure factors such as user satisfaction, system performance, costs, training, and retention.
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ITS Goals and Metrics
- 1. Information Technology Services (ITS)Balanced Scorecard Goals & Metrics
- 2. Goals & Metricsby Perspective – Customer Perspective (#customer) – Internal Perspective (#internal) – Financial Perspective (#financial) – Learning & Growth Perspective (#learning-growth)
- 3. Customer Perspective • Howcan we fulfill user/customer expectations?
- 4. Customer Perspective Goals (withobjectives/strategies) • Improve user experience (including ease of use, availability, usability) – Catalog Services and propose Service Levels – Validate with user community Service Levels and document Service Level Agreements (SLAs) – Measure and maintain Service Levels – Improve project management (including usability testing, solid timelines, – communications, training, holding project managers accountable for project management standards, etc.) – Implement Service Management Improvements (Information Technology – Infrastructure Library ITIL-Lite) starting with Incident Management, Problem – Management, and Change Management – Ensure broad representation on project and service delivery teams – Educate and train to ensure systems are used and useful – Simplify services and access to services
- 5. Cont. Customer Perspective Goals(with objectives/strategies) • Improve communication & transparency – Develop tools/techniques to highlight services (including SLAs) and products – Improve project delivery (communications and training) – Ensure two-way communication between ITS and stakeholders happens in organized and coordinated fashion – Establish mechanism for projects to be nominated/included in project prioritization
- 6. Cont. Customer Perspective Goals(with objectives/strategies) • Advance the strategic mission by establishing priorities in support of that mission – Engage stakeholders & governance – Evaluate existing governance structure to maximize effectiveness in – advising ITS on projects and services – Establish portfolio management and project prioritization policies and procedures – Ensure the ITS Balanced Scorecard is aligned with the University’s Mission
- 7. Cont. Customer Perspective Goals(with objectives/strategies) • Be a strategic resource and trusted partner within the University community – Understand customer perspective and environment – Partner with stakeholders on their strategic planning (from level down) – As part of the Internal Financial Model (IFM) provide the necessary data and reports for institution and departments
- 8. Customer Perspective Metrics •Add question to VP/CIO customer survey (eventually develop more robust survey(s)) • How many SLAs were established and met? • Project management — – on time – on budget – delivery of requirements/quality solution • System availability – up-time percentages – Number and duration of planned and unplanned downtimes – Mean time-to-resolution for unplanned downtimes • Number of new services • Number of project rollouts
- 9. Cont. Customer PerspectiveMetrics • Usage statistics – – – – number of users amount used, Track adoption rates Track declining services • Help Desk tickets – per project rollout – service upgrade – service as a whole • Help Desk referrals – time-to-resolution • Usability study metrics • time-to-task completion • abandonment rate
- 10. Internal Perspective • Howshould we execute internal processes most efficiently? • effectively to meet user needs and expectations? • effectively to meet customer needs and expectations?
- 11. Internal Perspective Goals (withobjectives/strategies) • Improve operational efficiency – Implement Service Management Improvements (Information Technology Infrastructure Library ITIL-Lite) where appropriate, starting with Incident Management, Problem Management, and Change Management – Improve project management and implement portfolio management – Improve internal and external facing documentation – Improve planning/estimation – Improve recruiting, hiring, and onboarding processes – Improve ability to deploy resources on priorities – Provide Project Management and ITIL training for ITS staff as required – Ensure Lessons Learned are incorporated into new versions of project management standards and training – Ensure Lessons Learned sessions are all-inclusive as appropriate, including LSPs, ITS, others outside ITS – Improve asset management by identifying hardware not on maintenance replacement cycles – Improve Disaster Recovery plans, ensuring inclusion of key stakeholders – Encourage ideas for improvements from staff and stakeholders – Eliminate redundancy of tools, processes, services (examples are backup systems, billing systems, Confluence) • Improve vendor management
- 12. Cont. Internal Perspective Goals(with objectives/strategies) • Improve coordination of services and projects – – – – – – – – – – – Implement Service Management Improvements (Information Technology Infrastructure Library ITIL-Lite) where appropriate, starting with Incident Management, Problem Management, and Change Management Ensure transition to new services is as smooth as possible Identify project and service teams and dependencies Identify roles and responsibilities for projects and services including establishing Operating Level Agreements (OLAs) Streamline and formalize organizational processes for service delivery/changes Ensure strong communication within project and service teams Establish portfolio management and project prioritization policies and procedures Encourage interaction (formal and informal) among ITS groups
- 13. Cont. Internal Perspective Goals(with objectives/strategies) • Leverage governance to improve internal efficiency – Increase ITS oversight & guidance for projects & services – Evaluate existing and identify new governance groups; optimize governance structure – Leverage VP/CIO leadership group, increasing coordination of joint VP/CIO projects
- 14. Internal Perspective Metrics •System availability and uptime percentages • Number and duration of planned and unplanned downtimes • Mean time-to-resolution for unplanned downtimes • Staff assessment of internal operating efficiencies • Evaluate lessons learned (for repeats) • Number of Help Desk referrals – effectiveness of KB articles – self-help documentation • Mean time for – Help Desk – other service referral resolution • Staying current – on patches – software releases • define and track
- 15. Financial Perspective • Howcan we secure and use resources in an effective way?
- 16. Financial Perspective Goals (withobjectives/strategies)
- 17. Cont. Financial Perspective Goals(with objectives/strategies) • Understand and manage service and project costs – Develop ITS budget structure to support Cost of Services (CoS) – Ensure continual analysis of CoS annually and comparison across years – Validate Cost of Services data/definitions within ITS (and with peers where applicable) – Improve project management – Evaluate resources for projects/services undertaken to ensure resourced at appropriate level
- 18. Cont. Financial Perspective Goals(with objectives/strategies) • Identify and evaluate opportunities to strategically source services – Take advantage of economies of scale, new services offered in the marketplace, and commoditization, and source services accordingly
- 19. Cont. Financial Perspective Goals(with objectives/strategies) • Serve as good stewards of University resources/assets/data – Evaluate costs/benefits of projects and services and track to ensure benefit realization – Promote sustainability practices – Understand cost of over or under-provisioning services – Identify long-term funding for recurring hardware and software costs – Identify, retire/remove services that are no longer viable or should be replaced. • Ensure ITS budget model supports operations, goals and objectives (especially within the context of the Internal Financial Model (IFM)
- 20. Financial Perspective Metrics •Costs compared to peers • System availability and up-time percentages • Number and duration of planned and unplanned downtimes • Mean time-to-resolution for unplanned downtimes • Project management on-time, on budget, delivery of requirements/quality solution • Manage to budget • Captured/recovered costs/budget savings (for redeployment)
- 21. Learning & GrowthPerspective • How can we ensure future capability of our services?
- 22. Learning & GrowthPerspective Goals (with objectives/strategies) • Provide opportunities for further development of project management skills – Establish formal and informal training • Provide opportunities for further development of IT Service Management/ITIL knowledge and skills • Develop workforce to gain needed skills (both hard and soft skills) – – – – – – – Create succession plans Cross-train (incorporating identification of critical skillsets) Promote leadership development Develop and maintain deep technical skills where needed Ensure new employees are provided with mentors as appropriate Identify training plans for new technologies Determine needs for vendor management training • Engage staff in crafting professional development plans – Work with staff regarding career planning – Evaluate more effective ways for evaluating/applying professional growth
- 23. Learning & GrowthPerspective Metrics • Number of project management mentors and mentees • Number of training sessions given and attended • Number and percentage of succession plans created for 'critical' positions • Cross-training matrix with metrics • Staff survey • Retention of critical skillsets • Number of certifications obtained by staff • Number of different people that attended conferences and/or training