Ozona Consulting · ISO 20000, ISO 270001, ISO 22301 consultancy

The importance of training on metrics and indicators

We all use metrics and indicators at work. Or, at least, we should…

Performance measurements have always been there, but have emerged once again in the last few years with the new generation of Business Intelligence and Business Analytics tools. It is now possible to access powerful analysis and visualization platforms, even when using cloud models and at affordable prices.

But what for? The problem most of us face is that we have no idea what to do with these platforms.

In order to shed some light on how to go about starting a strategy of performance measurement, Ozona has developed a series of workshops on metrics and KPIs which are easily implementable in any organization.

Our KPI workshops are based on standardized concepts presented in ISO 15939, the ISO measurement standard, and can be applied to any kind of organization. We present step-by-step techniques and methodologies that can be immediately applied to any organization, without requiring any specific tools in order to put them into practice.

As ITSM experts, naturally we apply these concepts to IT Service Management, although they are also easily applicable to any other aspect of the organization.

ITSM KPI Foundation (level 1)

Using the ITIL approach for continual improvement as a reference, the ITSM KPI Foundation workshop covers the last three steps, focusing on how to combine measurements in order to create metrics, as well as how to convert those metrics into meaningful indicators.continualimprovement

This workshop presents general concepts surrounding measurement that may not be clear: measurement, metric or indicator. It then goes on to demonstrate which types of indicators exist and what characteristics an indicator should have in order to become a KPI. These concepts are applicable to any field of business.

When applying them to IT, we maintain that nowadays the problem surrounding measurement is not a lack of data, but instead relates to how we can effectively use existing data. We work on the presumption that most companies have enough data to effectively manage their IT Services. However, it is usually in raw formats, spread across different tools and belongs to several different organizational units. IT monitoring tools, service desk tools and business applications are, among others, valid data sources when it comes to calculating real-time indicators at service level and alignment with business needs.

In this workshop, we present two case studies demonstrating the use of metrics and indicators in dashboards and reports for the management of IT Services: one about service desk indicators and another about availability and service level management. They use different techniques to build metrics and indicators, and can be easily implemented in any organization.

ITSM KPI Practitioner (level 2)

The second workshop focuses on covering other parts of the continual improvement figure.continualimprovement2

First, we start with the vision, mission and strategic goals of the company in order to convert them into measurable objectives.

However, after working on both sides of the diagram, we are still missing the central part: how to align the business objectives with the technical indicators we can build from the data we possess.

That part is covered in the second part of the workshop: How to map strategic objectives with IT objectives and how to build an indicator model that provides a holistic scorecard in order to achieve full control over the achievement of the objectives.continualimprovement3

ISO 15939 defines a measurement process model organized in several tasks. The core measurement processes from these are considered to be “plan the measurement process” and “perform the measurement process”. These two tasks match the two main sections of the ITSM KPI Practitioner course.


Further information

If you would like to read further about this or check the calendar for upcoming workshops, please read the section about ITSM KPI workshops on this website.