1. Metrics that Matter: A Better Balanced Scorecard for IT

2. Proprietary and Confidential Common-Sense Principles Business Mission Balanced Scorecard Cherry-Picking Methodologies Know the Company Availability of Data Audience Choosing your Metrics

3. Proprietary and Confidential What’s your mission? Revenue Profit Optimization Customer Satisfaction Quality Risk Reduction Social Impact … Starting with the End in Mind

4. Proprietary and Confidential Balanced Scorecard, a Bridge? Gain Support Bridge for Discussion Perception of IT Nomenclature Alignment Top 10 Service Approach

5. Proprietary and Confidential Cherry-Picking – This is the time for it! Organizational Knowledge Nomenclature Maturity Business Benefits Measurement Needs Alignment with Mission

6. Proprietary and Confidential Know the company The vertical market space of your company will affect what is important and even relevant in reporting Make sure you have buy in on the importance of what you are reporting In business, it's not what you don't know that kills you. It's what you think you know that ain't so that will. Analytics is just a better way to run things--run your company on pattern recognition and facts, not intuition. Howard Anderson InformationWeek

7. Proprietary and Confidential Mission and IT Methodology, in-depth… MOF V3, V4 ITIL V2, V3 Six Sigma Val-IT ISO 20000 SAS-70

8. Proprietary and Confidential Prevalent Data Sources Source: Forrester Research, Inc.

9. Proprietary and Confidential Use of Frameworks and Methodologies Source: Information Week Analytics/HDI 2011 State of the IT Service Desk Survey

10. Proprietary and Confidential Know the business 99.95% Availability 4.79 Sigma ?

11. Proprietary and Confidential Know the audience What level are you reporting to? A business unit executive wants to see something different than your Service Desk Manager does.

12. Proprietary and Confidential Availability of Data ACD

13. Proprietary and Confidential Choosing your metrics How would your audience define your success? How do you track that? Start with a foundation of single & simple metrics Grow in to more sophisticated calculations

14. Proprietary and Confidential Case Study

15. Proprietary and Confidential Case study Large multi-national corporation Multi-billion dollar annual IT business Large government engagement Using Dashboard to demonstrate SLA compliance to customer Significant depth and complexity to measurement

16. Proprietary and Confidential Case study 2. Ongoing Business Value 3. Partnering for Outcomes4. Sustainable Business 1. Supporting Business Change Critical Project Status Changes Implemented Successfully Business Satisfaction with Solutions Satisfaction with strategy, planning and innovation Effective IT Planning and Budgeting Openness and candour in reporting Proven and purposeful innovation driving increases in value Partnering framework effectiveness Risk, integrity and security compliance Collaborative service management behaviour Operational performance exceeds acceptable standards Uninterrupted business operations High quality service to End Users Well performance Tax administration systems