Windows and Mirrors: Two Perspectives on Metrics at Notre Dame Mike Chapple Todd Hill

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Windows into IT The Executive Dashboard 4

Seeking Metrics That… Are understandable to a lay audience Provide insight into the effectiveness and efficiency of IT Tell a story with data 5

Advancing the Greater Good 6

Standard Format 7 Clear Title Graphic Depiction Time Series Data High Level Interpretation Target/Range

Reflecting Inward Business Intelligence Tools 8

Seeking Metrics That… Are understandable and meaningful to our leadership/management team Provide deep insight into the effectiveness and efficiency of IT Allow us to interact with data to “find the bright spots” 9

Who are our customers? How well have we been meeting our customers' needs? How well positioned are we to meet our customers’ future needs? Project actuals by customer MOB actuals by customer % of resources dedicated to projects vs. MOB activities Effectiveness # of projects and customer care completed Efficiency Schedule - Actual delivery time vs. estimated delivery time Effort - Actual hours vs. estimated hours Performance - % of functionality delivered Project and customer care backlog by customer group # of projects requested, started, and closed per month # of customer care opened and closed per month Project execution dashboard While used internally, our metrics are customer-focused APPLICATION DEVELOPMENT/SUPPORT METRICS 10

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