1. METRICS FROM A SUPPORT SERVICES PERSPECTIVE
Matthew Maderos Associate Director of Client Services Boston University Medical Campus
June 11, 2018

2. Welcome & Introductions
Introductions – Presenters
Matt Maderos, Associate Director, Client Services, BU Medical Campus IT
Dave Gannon Director of Campus Technology Services (CTS) at Bryant College

3. 9:00am - 9:30am Introductions of attendees
Metrics from the Service Desk Agenda
9:00am - 9:30am Introductions of attendees
9:30am – 1045am BUMC IT Metrics Overview Speaker: Matthew Maderos, Associate Director of Client Services, Boston University .
10:45am – 11am Break
11am - 12:00pm Leveraging Metrics for Continuous Support Improvement Speaker: David Gannon, Director, Campus Technology Services, Bryant University
12:00pm - 1:00pm Lunch
1:00pm – 2:15pm Reverse Round Table Participants all share that they are using. Or Bring your “wish metric” and see if the group can create one for you!
2:15pm - 2:30pm Break
2:30pm - 3:30pm Wrap up and Open Discussion on Metrics

4. Welcome & Introductions
Introductions – Attendees
Name
Title
School
Summer vacation plan/how far did you travel?
Experience with Metrics and key Metric that you use, wish metric?
Hopes for today’s workshop
Linda & Matt

5. Medical Campus
A little about me and where I work, I’ve been at BUMC IT since 2012
I’m Dir of Client Services
Service Desk and Technicians are under me
10 F/T staff and 4 student workers

6. Boston University Medical Campus
Private research university
Founded in 1848
With over 3,000 undergraduate and graduate students from more than 130 countries,
nearly 2,500 faculty and staff,
Located near the South End of Boston
Part of the B

7. BUMC Overview Average about 800 tickets a month
ServiceNow is Service Management System
Push for all IT Departments to use ServiceNow
Consistency, better metrics, ITIL based
Focus supporting Faculty and Staff of the BU Medical Campus-
75% Windows (Lenovo) and 25% Mac
Student Support is handled by our Medical Alumni Library
Our new CIO and Dir of BUMC IT is focused on Metrics so has directed us to look closely at our metrics and data we get.

8. In everyday life measurement is an essential component
Why Metrics matter
In everyday life measurement is an essential component
How many?
How far?
What’s the Cost?
What’s the time?
Even today I’m sure we used some form of data to check traffic?
Metrics
Educause Now
Educause.edu/now
Legiah Lang
important to not make snap decesions basedon metrics
key is to ask more questions about metrics

9. Example where metrics are used in everyday life! BASEBALL – Money Ball
Billy Bean

10. Take a look at how depth metrics are being used
Take a look at how depth metrics are being used. So why not use this in our areas?

11. INFORMATION OVERLOAD! So much Data, & information how do we FILTER what we need?

13. How Does BUMC IT Use Metrics
Using ServiceNow reports
Published for community
Used at annual IT meetings
Used in meetings with Directors

14. http://www.bumc.bu.edu/it/metrics/ Metrics for BUMC IT
Applications, Systems, and Client Services

15. Our public metric web page (yes we have more that is private just to be shared between management)

16. Public metrics UNDER Client Services Metrics

20. Linda

21. Network up time

22. Applications

23. Some examples of Metrics that are being pulled
Some examples of Metrics that are being pulled weekly Survey ed to Directors
tsdts_task
tsdresp_question
tsdresp_response
tsdresp_answer
tsdinst_sys_created_by
tsdinst_sys_created_on
INC
How satisfied are you with the courtesy of the analysts? 1
guest
:55:38 EDT
How satisfied are you with the resolution of your incident or request?
How satisfied are you with the timeliness of the response?
How satisfied are you with the technical skills and knowledge of the analysts?
INC
:39:20 EDT
INC
:53:08 EDT
One example of how we use metrics to measure Customer Support is our S
Survey via ServiceNow. Sent to me weekly I look and answer ANY results that are 3 and 4 (poor service)

24. Good Metric that Shows PC Growth
This is a great metric I use to lobby for new new hires. This breaks down the number of KNOWN asset Controlled Computers in KACE. Over time, REMEMBER to remove all surplus equipment!!

25. Why Metrics Matter

26. TechQual+ 4 sections Respondents rate Service Level, 9 point scale
Connectivity & Access
Technology & Collaboration Services
Support & Training
Other Services
Respondents rate Service Level, 9 point scale
Minimum
Desired
Perceived
Major survey sent out to ALL BU Faculty and Staff and students.

27. All
Overall, we were not meeting minimum expectations overall with regard to Wireless (3) and Information Systems (9), but were meeting them in the other areas, with the exception of a new pair of questions we asked (28 and 29) with regard to computing security.

28. Staff
Staff perceived service level fell below minimums in areas of:
Wireless (3)
Web/online services (5)
Classroom technology (8)
Assessment (17)
Research support (18)
Central system perceived security (19)
Finance/HR systems (20)
Learning Mgmt systems (23)
Student info systems/advising (26)

29. Faculty
Satisfaction with technology services remains lowest among faculty.
Wireless (3)
Web/online services (5)
Classroom technology (8)
Timely resolution to problems (11)
Support for personal computing security (15)
Adequate disk and document storage (16)
Assessment (17)
Research support (18)
Central system perceived security (19)
Finance/HR systems (20)
Learning Mgmt systems (23)
Library Resources (25)
Student info systems/advising (26)

30. Open-Ended Questions
Please describe the best experience you have had with BU technology services.
Use word smith to create some great graphs of common words in feedback

31. Open-Ended Questions
Please describe the worst experience you have had with BU technology services.

32. Once again metrics are what you make of them, and pull
Once again metrics are what you make of them, and pull! Just remember to keep asking Management what are you all looking for?

33. Thank you