1. Service Assessment Recommendation
Dawn E. Colonese, Sr. Service Management Specialist
June 2015

2. Goal of Service Assessment Group
Identify data sources that measure the health of a service
Analyze data points for use on service scorecards
Recommend solution for service scorecards
Attended audience for this is the ITS Service Board and to receive feedback
Framing for services and service offerings that are in operations

3. Feedback and Questions
Agenda
Data Sources
Service Maturity Scorecards
Technology Lifecycle Management (TLM)
Performance Reports
Point of Delivery Surveys (PODs)
Technology Survey
Feedback and Questions

4. Service Maturity Scorecard
Allows organizations to understand the maturity/completeness of a service based on the ITIL framework
Scorecard has been presented to ITS Service Board.
Series of 23 questions that measures
Customer Service
Documentation regarding the Service Offering
KPIs
All the full documentation - hot topics. All of the attributes that make up a service and a service offering.
Some of the very important questions are
Documentation: Do you have KB article including escalation paths?
Customer Service: Do you have POD or other measures of customer service?
Do you have measures of the service /service offering such as KPIS

5. Example of Service Maturity Scorecard

6. Maturity Scorecard Maturity Scoring Score Description
Description
Red, Amber, Green (RAG) Score
0-18
Service Not Well Established - Needs Significant Improvement R
19-28
service established but needs improvement A
29-35
service is established and continues to mature G
36+ mature service
mature
Take numbers as an example. Maturity can give you one RAG score.

7. Maturity Scorecard Implementation
Source
Service Owner and Service Offering Managers update scores monthly
Process
Excel spreadsheet is not acceptable processing method
We need to determine tool and reporting platform.
Create Scorecard in Quickbase or Service Now.  

8. Technology Lifecycle Management Scorecard
ITS Critical Goals
All core technologies have a clear roadmap - FY’15
RTS capacity needs are reduced to 80% - FY’16
OCTO/ITS Goal
Develop a shared technology vision at Yale

9. Technology Lifecycle Management (TLM) Service Scorecard #1
Business Value Rating Distribution
Applications 1 2 3 4 5 8 G
Technical Fit Rating Distribution
Applications 1 2 3 4 5 8  2 A
Applications mapped to service offerings R
Over 25% of applications are rated 2 or less A
15%-25% of applications are rated 2 or less G
Less than 15% of applications are rated 2 or less

10. Technology Lifecycle Management Service Scorecard #2
Technology Lifecycle Management Distribution
TTL
Eliminate
Migrate
Sustain
Invest
Applications 8 1 4 2 A
Platforms 3 R
Infrastructure G
TTL needs to be spelled out.
Should the order be ISME? R
Over 25% of applications are rated eliminate or migrate A
15%-25% of applications are rated eliminate or migrate G
Less than 15% of applications are rated eliminate or migrate

11. Implementation TLM Scorecard
Source
Application Inventory in QuickBase
Service Owners input Business Value and Technical Fit Annually
Process
Determine database for source data
Determine reporting platform

12. Performance Scorecards
Performance Scorecards measure Key Performance Indicators identified for a specific service to help answer the questions:
How well are we delivering a service?
How well are we following a process?

13. Performance Scorecards – Interaction of Process & Service scorecards
Services & Service Offerings
Process scorecards cut across all service areas
Service scorecards cut across all process areas
Master Metrics Catalog, or rollup of all scorecards, would be done in S5 reports.

14. Performance Scorecards - Example
Sample of Process scorecard

15. Point of Delivery (POD) Surveys
Incident survey includes 5 questions:
Was the reported problem resolved to your satisfaction? (Yes/No)
How timely was the service provided? (0 - Not at all, 1 - Neutral, 2 - Timely)
How satisfied were you with the professionalism of the IT representative(s)? (0 - Dissatisfied, 1 - Neutral, 2 - Satisfied)
Do you have any additional comments? (Text field)
Do you want someone from IT to follow up with you? (Yes/No)
Generic Request (same 5 questions)
Simple/Custom Requests (same 5 questions)

16. Point of Delivery (POD) Surveys
Source
ServiceNow optionally completed by client
Process
Capture data in SN
Determine reporting platform

17. POD Sample Report Point of Delivery Survey Distribution Total
0 – No / Not at all / Dissatisfied
1 - Neutral
2 – Yes / Timely /Satisfied
Q1. Was the reported problem resolved to your satisfaction? 40 12 20 8 A
Q2. How timely was the service provided? 18 22 R
Q3. How satisfied were you with the professionalism of the IT representative(s)? 15 25 G

18. Technology Survey
Technology survey is another data point that is done every two years.
How will this be incorporated into our Service Assessment ?
Recommendation this is not part of the scorecard

19. Monthly scorecards with high level RAG scores for:
Recommendations
Monthly scorecards with high level RAG scores for:
Service Maturity
TLM
Performance
POD
Drill down to detailed views from scorecards
Service Groups, Services, Service Offerings
Don’t include technology survey data in scorecards
Follow-up on Session 5 progress and evaluate

20. Feedback and Questions
Did we get the data points right?
Feedback?