how can it help you today?. agenda the challenge metric construction your action items how can it...

Linking Your Success

How can IT help you today?

Information Technology Metrics That Make Sense

AgendaThe ChallengeMetric ConstructionYour Action Items

How can IT help you today? 2

The ChallengeDevelop IT metrics that directly measure

ITs impact on your performance. This makes IT’s success your success.


IT Metrics Are BrokenTypical IT metrics measure the performance

of IT not necessarily the impact of IT on the performance of the business

Typical metrics include:Network AvailabilityWork Orders ProcessedIncidentsNumber of ServersNumber of PCs


IT Serves the Business – Ask YourselfWhat do IT metrics have to do with you?How dependent are you on technology?Remember your IT Department exists to

support the business


Metrics Construction – Ask YourselfHow do YOU measure your success?What is important to you?What can IT do to help you?Instrument for success (you can’t manage

what you can’t measure)


Metrics ConstructionIdentify your key performance metrics

Annual Budget DocumentScorecardsAnnual KRAs

Remember IT metrics can change from year to year depending on your priorities


Sample Business and IT MetricsBusiness - 80% of the recommended

number of inspections per inspector per day will be within the measure outlined by the ISO and the FBC

IT Example - ensure inspector computer availability and replacement within 4 hours of failure.


Sample Business and IT MetricsBusiness - Number of Laboratory Analyses

Performed per FTEIT Example – Connect 80% laboratory

equipment to the network to automate the data collection and reporting process


Sample Business and IT MetricsBusiness – 80% of irrigation alarms

responded to within 24 hoursIT Example – Install an automated event

monitoring system for the irrigation system and send alarms to on-call irrigation staff. Log alarms as work orders and track time to close.


Sample Business and IT MetricsBusiness – Increase safety by refurbishing

half of all pavement markings and raised pavement markers under maintenance condition rating of 70% of county maintained roads.

IT – Develop system for annual pavement marking condition survey and inventory of same. Prioritization system for ranking work to be done by condition. Track refurbishment.


Sample Business and IT MetricsBusiness – Deliver construction projects

within 10% of budget and 20% of time schedule

IT Example – Develop and maintain a project management tracking system and dashboard to indicate projects that are in danger of exceeding thresholds


Sample Business and IT MetricsBusiness – % of positive animal outcomes

(adoptions, reclaims and transfers)IT Example – Develop and maintain systems

for improving public communications with the public on animals in custody


Sample Business and IT MetricsBusiness – 95% of sea turtle nests marked

within 12 hoursIT Example – Develop unmanned aerial

vehicle program for visually inspecting beaches on a continuous basis for identification of new sea turtle nests.


Sample Business and IT MetricsBusiness – # of employees trained in SAP,

purchasing and contracting practicesIT Example – Develop on-line training

options and videos and track employees who have taken the courses using an automated system.


Sample Business and IT MetricsBusiness – % of response times within 8

minutes (Urban EMS)IT Example – Develop GIS tracking systems

for each call and its associated response time to determine potential locations for new or relocated EMS stations based on call density and distribution


Sample Business and IT MetricsBusiness – Increase meter reads per

employeeIT Example – Deploy and maintain an

automated meter reading system.


Your Action ItemsReview your performance metricsMake a realistic assessment of your

dependence on IT systems and servicesHelp IT to understand your businessMeet with your IT team and tie their

success to your successChallenge IT and yourself to think outside

the box


Make IT Your Partner in Success


Contact InformationMike Berrios, CGCIO, CISSPDirector of Information Technology

Collier County Board of County [email protected]


mailto:[email protected]

how can it help you today?. agenda the challenge metric construction your action items how can it...

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