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Effective Executive Reporting and Key Performance Indicators
Every organization faces significant challenges in an economic downturn. Reducing IT costs is usually one of the first considerations. However, it is critically important to review the organization’s KPIs to prevent long term and infrastructure damages with short-term financial gains. The key to this is demonstrating IT value over IT expense .
Link Alander,
Associate Vice Chancellor, Technology Services
Shah Ardalan,
Vice Chancellor Technology Services, CIO
Office of Technology Services
Presentation Overview
Introduction Lone Star College System Office of Technology Services Challenges Key Performance Indicators Internal and External Measuring Rethinking what we measure Executive Reporting Don’t forget your customers Is Service Delivery Slipping?
Keys to Our Success Planning, Measuring and Reporting Questions and Answers • • • •
Problem Statement
How many are of you are facing budget cuts?
• • As an institution As a department How many of you have a hiring freeze right now?
• • Official Unofficial Does your organization feel that IT is draining resources and not providing value to the organization?
Are you a business partner?
Lone Star College System - Office of Technology Services
LSC-University Park
Lone Star College System
Lone Star College System
•
75,000
+ students •
5-8 %
avg. growth per year
(15% in 2009)
•
5 Colleges
•
LSC-CyFair
• • • • •
LSC-Kingwood LSC-North Harris LSC-Montgomery LSC-Tomball LSC-University Center
•
LSC-University Park
•
9 Educational Outreach Centers
•
5,000 Employees
•
Expanding our facilities
21 new buildings
Lone Star College System - Office of Technology Services
Office of Technology Services
• •
Restructured May of 2008
•
6
entities into
1
•
140
staff members • Supported Systems
•
12,000+
desktop systems
• •
4,800+
network devices
475+
file servers
30
Major Technology Initiatives
IT Governance Formal Governance Structure Strategic Plan for IT Guiding Principles Customer Satisfaction 5-Nines Service Delivery Enterprise Standards Key Performance Indicators
• • •
Financial Operational Strategic Open Executive Reporting Lone Star College System - Office of Technology Services
Times are Tough!
Early Trends in Technology Budgets for 2009-10
The impact on IT spending of the unprecedented deterioration in global economic conditions is becoming clearer. In our 1Q09 forecast update, Gartner's most likely forecast for global IT spending in 2009 has been revised down to -3.8% annual growth in U.S. dollar terms.
April, 2009
Budget Trends – Higher Education
• • • Planning cuts of
5 to 15
percent for FY09-10 Many are administering
mid year cuts
January, 2009 Sentiment was budget cuts would be
deep and long lasting Lone Star College System - Office of Technology Services
Our Approach and Challenges Challenge
Prior to 2008 – IT was not seen as a business partner
Goal
Increase Accountability, IT Maturity, Show Value and become a Business Partner At what point do you add value to the organization?
Monitor and Track Performance
• It doesn’t have to be complex • Assign tracking responsibility IT Maturity Model and Assessment
Report Progress
• Meaningful Information to our Executives and Board of Trustees • Provide Continuous Improvement
Lone Star College System - Office of Technology Services
Key Performance Indicators
Don’t over estimate your capabilities Align with your Strategic Plan
Once an organization has analyzed its mission, identified all its stakeholders, and defined its goals, it needs a way to measure progress toward those goals.
Traditional KPIs Financial Operational Strategic External and Internal - KPIs Assign Responsibility Report Regularly
Key Performance Indicators are those measurements.
“If you don’t measure it,
you can’t manage it”
“If you don’t measure it,
you can’t improve it”
“If you don’t measure it,
you probably don’t care”
“If you can’t influence it,
then don’t measure it”
-
Randy A Steinberg
Rethink (remix) your KPIs Show Value to the Organization and our Taxpayers
Lone Star College System - Office of Technology Services
External KPIs - Traditional
Why external and internal KPIs Aligned with Goals Simplified and targeted Strategic in nature Manage expectations Document your KPIs What are you measuring?
Why are you measuring?
How are you measuring?
Lone Star College System - Office of Technology Services
IT Service Management –
Measuring Availability Critical Factors – Documented Practices
Measuring Service Availability Total Service Uptime (Total Minutes – Planned Downtime) Measuring Service Impact (Total Service Users – Impacted Users) Total Service Users Example: 30 minute network outage at a remote campus that impact 3,000 students, faculty and staff. All other locations were not impacted.
Recorded system service availability is:
Location X
= 44,370/(44,640-240) =
99.90% Impact
= 55,000-3,000/55,000 =
5.45%
System availability = Total availability by Site Weighted.
Any impact greater then 10% is considered a total loss of service.
Lone Star College System - Office of Technology Services
Measuring Change and Problem Management
Change Management Change success rate Emergency change rate Change efficiency rate Change incident rate Change reschedule rate Problem Management - Number of major problems - Number of repeat incidents - Total labor hours spent on problems
Lone Star College System - Office of Technology Services
Internal KPIs
Benefits of Internal KPIs Measure More!
Higher Standards Establishes who is accountable Same Principles Apply Define the KPI Goals Reporting
OTS -Operational KPIs Service Availability Services with a KPI of 99.9 % Network VoIP Email
Internal mail Inbound mail Web Access
Active Directory
Directory availability/replication Internal DNS External DNS
SharePoint Services Service Availability Services with a KPI of 99 %
Student Email (hosted) Internal mail Inbound mail Web (hosted) External Services Internal Services
ERP
Primary access - GUI My Records SOAP Course Management System (hosted)
Automated Library Services
Horizon Library Services HCPL services
March Availability % 100.00% 100.00% 99.99%
100.00%
Outages in minutes 3
2 1 100.00% 100.00%
100.00%
100.00% 100.00% 100.00%
100.00% Availability % 100.00%
100.00%
Outages in minutes
100.00%
99.72%
99.72% 100.00%
100.00% 127
127 100.00% 100.00% 100.00%
99.96% 91.67%
91.67% 100.00%
18 3,720
3720
April Availability % 99.84% 100.00% 99.78%
99.91% 99.87% 100.00%
99.87%
100.00% 99.87% 100.00%
100.00% Outages in minutes 70 100
40 60
60
60
Availability % 100.00%
100.00% 100.00%
99.91%
99.91% 100.00%
99.94%
99.94% 100.00% 100.00%
99.93% 99.83%
100.00% 99.83%
Outages in minutes 42
42
25
25
32 75
75
May Availability % 100.00% 100.00% 99.84%
99.84%
Outages in minutes 73
73 1.0
2.0
3.0
100.00% 100.00%
100.00%
100.00% 100.00% 100.00%
100.00% Availability % 100.00%
100.00%
Outages in minutes
100.00%
100.00%
100.00% 100.00%
98.90% 489
100.00% 98.94% 99.96%
99.63% 99.97%
100.00% 99.97% 473 16
165
4.0
15
15
Lone Star College System - Office of Technology Services
Rethinking (REMIX) your KPIs What are Risk Performance Indicators?
Patch Management Antivirus definitions Backup system performance
Relative KPI’s
Patch management compliance % Antivirus compliance %
Why measure Risk Performance Indicators?
To make sure they are being watched Backup system performance Backup system tests External Security Assessments
Should I report these?
Yes To senior IT leadership To process owners responsible
Lone Star College System - Office of Technology Services
Rethinking (REMIX) your KPIs
Measure Technology Initiatives that add value
Long term vs. short term projects Establish KPIs (project and future) from the start Examples Green IT Implement and measure a green standard for all IT systems Goal – Reduce energy consumption by 50 % within 3 years Risk Reduction using Automation Implement desktop management systems to improve customer satisfaction, patch and security management Administrative Cost Reduction Review organizational and cost structures shift expenses to operational support when possible
Relative KPI’s
% of systems with Entergy Star 5 Rating % of systems with advanced power management % reduction of energy costs Desktops Datacenter % of call resolutions resolved with automation % of administrative costs by fiscal year or quarter
Lone Star College System - Office of Technology Services
Watch the Bottom Line!
Is Service Delivery Slipping?
Traditional – Customer Satisfaction Survey’s Work order completion surveys Call center metrics
Service Desk New Incidents 9,184 Closed Incidents 6,612 First Call Resolution Customer Rating 72.5% 4.3 (5.0) Abandon Rate
25,00% 20,00% 15,00% 21,19% 10,00% 5,00% 0,00% 5,26% 8,14% 6,67% 5,15% 3,02%2,17% янв.09 фев.09 мар.09 апр.09 май.09 июн.09 июл.09
0:02:53 0:02:10 0:01:26 0:00:43 0:00:00
Average Speed to Answer (Minutes /seconds)
0:02:29 0:00:280:00:34 0:00:400:00:42 0:00:21 0:00:36
Lone Star College System - Office of Technology Services
Watch the Bottom Line!
Is Service Delivery Slipping?
Non Traditional (Perception) Semiannual survey – faculty and students Open forums Small target group sessions Technology advisory councils
Continuing economic hardships require many IT operations organizations to assess their core competencies and the costs of service delivery.
May, 2009
Lone Star College System - Office of Technology Services
Reporting
While KPIs add value to your operation they don’t add value to the organization unless you regularly report them.
Monthly Executive Overview Report
Keep it simple (Geek-less meaningful communication) Report KPIs Highlight items that have value
Customer Newsletter
Open forums Faculty and Staff updates Tips and tricks Ways to reduce calls by expanding knowledge
Student Welcome Back Event
Event and newsletter for students
Lone Star College System - Office of Technology Services
Keys to our Success
1) Planning IT Governance Alignment with Institutions Strategic Plan Technology Plan – Strategic and Tactical Communication & Branding Plans 2) Measuring External and Internal KPIs Monitoring Service Delivery and Customer Satisfaction Monitoring Perception of Technology Services 3) Reporting Executive Reporting Customer Newsletters (Students, Faculty and Staff) Technology Advisory Councils
Lone Star College System - Office of Technology Services
Rewards
By implementing simple KPIs, remixing KPIs to show value and constant reporting. The LSCS Office of Technology Services has not faced the significant challenges that other Higher Education IT organizations are facing.
We are Hiring!
This fiscal year we are adding
20
new positions
New Resources
5.7 million was allocated system-wide for special project funding OTS received 2.9 million
Lone Star College System - Office of Technology Services
Questions?
Effective Executive Reporting and Key Performance Indicators
Presentation Resources Link Alander,
Associate Vice Chancellor, Technology Services Gartner Reports G00154802 G00165225 G00159978 EduCause ECAR – Managing the Funding Gap
Shah Ardalan,
Vice Chancellor Technology Services, CIO Measuring ITIL - Randy A Steinberg
Office of Technology Services