How Do You Measure Up? Determining What Metrics Matter Most APPA B&F Conference, Savannah GA. 9/14/2009 Wayne Turnbow IT Services Department Manager TID

Agenda Who we are IT Service Management ITIL Measurement & Control OLA creations Example Conclusion APPA B&F Conference, Savannah GA. 9/14/2009

TID History Founded in 1887, first Irrigation District in California Irrigation Delivery beginning in 1900 Electric Delivery beginning in 1923 TID is one of only four Irrigation District’s in California that provides water and electricity Governed by a 5-member publicly elected Board of Directors APPA B&F Conference, Savannah GA. 9/14/2009

TID 662 square miles of Electric Service Area 307 square miles in Irrigation Service Area APPA B&F Conference, Savannah GA. 9/14/2009

TID WATER 250 miles of irrigation canals and laterals 5,800 Growers served 149,500 Total number of acres irrigated APPA B&F Conference, Savannah GA. 9/14/2009

TID POWER In excess of 98,000 residential, farm, business, industrial and municipal electric accounts TID generates 501 megawatts internally Independent Control Area (2005) APPA B&F Conference, Savannah GA. 9/14/2009

IT Service Management What is IT Service Management? –Service Management is a set of specialized organizational capabilities for providing value to customers in the form of IT services. Body of knowledge –ITIL –COBIT –ISO –PMBOK –Six Sigma Based on Best (Good) Practices APPA B&F Conference, Savannah GA. 9/14/2009

ITIL Developed by the British Government –1980’s –Measured Well run IT organizations vs. Less than ideally run IT organizations –Developed a framework of Best Practices in the use of IT resources ITIL V2 –Released in 2001 –Process focused best practices in IT Service Management ITIL V3 –Released in 2007 –Lifecycle approach to IT Service Management –Emphasis on IT to Business integration APPA B&F Conference, Savannah GA. 9/14/2009

ITIL – Key Concepts Value –Utility –Warranty Processes –Defined –Repeatable –Documented Service Level Management –SLA –OLA –UC Continual Improvement APPA B&F Conference, Savannah GA. 9/14/2009

Deming Cycle APPA B&F Conference, Savannah GA. 9/14/2009

ITIL Service Lifecycle APPA B&F Conference, Savannah GA. 9/14/2009

Measurement and Control Defined –What is not defined cannot be controlled Controlled –What is not controlled cannot be measured Measured –What is not measured cannot be managed Therefore What is not defined, controlled, measured and managed cannot be improved! APPA B&F Conference, Savannah GA. 9/14/2009

Metrics Triangle APPA B&F Conference, Savannah GA. 9/14/2009 Productivity Effectiveness Customer Satisfaction

Where Do We Start? Business Needs –What are the Business needs for specific applications Customer Needs –Pain points –Identify issues unknown to IT Automated Measures –ACD system –Ticketing systems Identify Components to Baseline –Markers or stating points for later comparison –Measure it as it is today! Develop Internal Standards –OLA’s APPA B&F Conference, Savannah GA. 9/14/2009

Talk to Your Customers Survey your Customers –Find any pain points –Find any issues unknown to IT Determine Their Needs –SLA Development Determine Internal Capabilities –OLA Development APPA B&F Conference, Savannah GA. 9/14/2009

Operating Level Agreement (OLA) Similar to an SLA (Service Level Agreement) Internal Agreement Identifies –Who does what –How they are to do it –How quickly –ID’s how to measure performance Internal Standard of Service APPA B&F Conference, Savannah GA. 9/14/2009

Operating Level Agreement (OLA) General Overview –Purpose, Goal and Objective of agreement Service Description –Technical description of service provided Parties Responsible –Who are the Stakeholders Customer Requirements –Their Hours of operation, how they will act and when and how they will request service Service Provider Requirements –Who they are, how they will act and respond to requests Hours of Coverage, Response Times and Escalation –Providers hours, how to contact them, response times Reporting, Reviewing and Auditing –Who reviews services and how often APPA B&F Conference, Savannah GA. 9/14/2009

Survey Listen to Your Customers –“I leave messages, but no one calls back” –“Can’t get anyone on the phone” –“Don’t know what is happening to my requests” –“Didn’t get what I really wanted” Identify Pain Points –Communications from IT was Poor –Inconsistent service levels –Inconsistent service delivery APPA B&F Conference, Savannah GA. 9/14/2009

Help Desk Call Stats - Baseline APPA B&F Conference, Savannah GA. 9/14/2009

A Bigger Picture APPA B&F Conference, Savannah GA. 9/14/2009

Reality Bites! APPA B&F Conference, Savannah GA. 9/14/2009

Hourly Volume during Baseline Study APPA B&F Conference, Savannah GA. 9/14/2009

Develop Internal Service Contract Recognize the Customer Understand why we are here Identify the Stakeholders Identify the Business needs Identify what we can deliver Identify what we will measure APPA B&F Conference, Savannah GA. 9/14/2009

Baseline Comparison APPA B&F Conference, Savannah GA. 9/14/2009 Before After

Hourly Call Volume – July 2009 APPA B&F Conference, Savannah GA. 9/14/2009

Conclusion Understand What the Business Needs Develop Internal Standards Develop Agreements with Customers Measure Your Performance Act on Your Measurements Commit to Continual Improvement APPA B&F Conference, Savannah GA. 9/14/2009

Contact Information Wayne Turnbow IT Services Department Manager Questions?

Key Performance Indicator Suggestions % of service requests resolved within an agreed-upon period of time –SLA / OLA lagging indicator Costs of operating call center / service desk –Total cost to run the Service Desk Average overdue time of overdue service requests –Aging of requests Service request backlog older than xx days –Requests in the pipe line Availability –Time a system is usable by customer APPA B&F Conference, Savannah GA. 9/14/2009

References ITSMF – ITIL – – – – Online Survey tool – KPI Library –kpilibrary.comkpilibrary.com Six Sigma – Help Desk Institute (HDI) – APPA B&F Conference, Savannah GA. 9/14/2009