new trends in it transformation and it performance monitoring · new trends in it transformation...
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New trends in IT transformation and IT performance monitoring
Jérôme Martin – Partner IT Strategy
Damien Palacci – Partner Finance & Performance Management
19 February 2013
Webinar for KPI Library Community
What are the challenges incumbent to IT transformation?
Client Name here 3
CIOs are facing multiple challenges…
What are the challenges incumbent to IT transformation?
Client Name here 4
Digital revolution
What are the challenges incumbent to IT transformation?
Client Name here 5
Cloud Computing
What are the challenges incumbent to IT transformation?
Digital revolution
Client Name here 6
Business intelligence and performance management
What are the challenges incumbent to IT transformation?
Client Name here 7
Q&A
What are the challenges incumbent to IT transformation?
Client Name here 8
What are your top 3 IT management concerns for 2013?
1. Business agility & speed to market
2. Fuel innovation
3. Business productivity and cost reduction
4. Enterprise architecture/infrastructure capability
5. Other
Pole 1: CIO Challenges
Why are monitoring and benchmarking so crucial?
Client Name here 10
Performance management is key to guarantee alignment and execution
Why are monitoring and benchmarking so crucial?
Performance Management Cycle
Client Name here 11
KPIs and Dashboards shall be fitted to their usage and recipients
Why are monitoring and benchmarking so crucial?
Balanced scorecards
Key performance indicators follow-up to ensure alignment with
strategy
Operational dashboard
Follow-up operational activity or information on services for internal customers
Financial management
Costing, pricing and
billing for both internal and external purpose
Ad-hoc analysis
Detail analysis related to a mid-term / long term decision
Other detailed reporting
Detailed data with frequent updates for depth analysis
D W M Q Y
✓ ✓ D W M Q Y
✓ ✓ ✓
D W M Q Y
✓ ✓ ✓
D W M Q Y
✓ ✓ ✓
D W M Q Y
✓ ✓ ✓
Recipient: IT teams / IT Directors / Business
Illustration 1
Recipient: CIO / Finance / Business
Illustration 2
Recipients: IT Directors / CIO / CEO Illustration 3
What are the must have KPIs?
Client Name here 13
Application owner oriented
What are the must have KPIs?
Zoom on recurring activities
► % incidents addressed in time
(Engagement: 85%)
► % calls solved online
(Engagement: 65%)
37 applications out of 37 meet the availability agreement except MEP
Support Disponibility
► % external authorizations
processed in time (10 days)
(Engagement: 80%)
February: 6098 calls
March: 83 auth.
► % office work requests
addressed in time
(Engagement: 80%)
► % applications
respecting availability
agreement except MEP
February: 4512
incidents
80%
85%
90%
95%
60%
65%
70%
75%
80%
60%
70%
80%
90%
March: 983 DT
30%
50%
70%
90%
0% 20% 40% 60% 80% 100%
sept.-09
oct.-09
nov.-09
déc.-09
janv.-10
févr.-10
Name application 1
► Number of downtime hours per month
► Response time
Threshold: 144h downtime cumulated on 12 month
Nb downtime
hours
Actuals: 200 K€ Budget: 1 M€
Budget Evolutions
Budget MCO
Actuals: 1 M€ Budget: 2 M€
20% 80%
50% 50%
► 2010 budget monitoring
Client Name here 14
Financial management and business oriented
What are the must have KPIs?
WORKSTATION SERVICE
Service line Office
Volume 11 16 700 workstations
Tariff 11 1 500€
Services Unit price
(2011) Volume 11 Bill 11 Bill evolution
Connectivity
LAN 300 50000 15,0M€
WAN 1400 4000 5,6M€
Office
Fixed workstation
1500 20000 30,0M€
Messaging 150 20000 3,0M€
Hosting
VM hosting 70 650k Go 45,0M€
Storage 10000 2000Po 20,0M€
BILL CLIENT A
Total bill 10 134 M€
Total bill 11 116 M€
BILL DETAIL COSTS Evolution
17,0 M€19,0 M€
23,0 M€
0,0 M€
5,0 M€
10,0 M€
15,0 M€
20,0 M€
25,0 M€
YTD 2010
YTD Budget 11
YTD 11
COSTS – REVENUES Monitoring
23,0 M€
25,2 M€
0,0 M€
5,0 M€
10,0 M€
15,0 M€
20,0 M€
25,0 M€
30,0 M€
YTD 11
Recettes 11
Client Name here 15
“Balanced Scorecard”
What are the must have KPIs?
Comments on support performance in processing the incidents, change request and service requests
Number of registered users: 3326
Number of connected users: 3126
Business indicator 1: 4245
Business indicator 2:
Support Performance
Comments on user activity and application utilization
Incidents Backlog: 19.2 days
Number of Critical Incidents: 2
Change Requests backlog: 38.2 days
Service Request Backlog: 5 days
Incidents Resolution Time within SLA:
Critical: High: Medium:
Availability
Application Response time
CPU usage
Storage usage
Actual versus Budget: 92.7% of Budget
Annual Maintenance cost per user (€): 2265.9
Number of users supported by IST FTE: 179
“Incident” IST cost (man-days): 3.06
“CR” IST cost (man-days): 2.56
Comments on the application’s cost
Comments on the application’s technical performance
Technical Performance
Usage/ Business
Costs
Client Name here 16
·
FINANCE
CLIENTS PROCESS
HUMAN
RESOURCES PROJECT
• IT and IS Budget tracking
• Cost optimization
• CAPEX / OPEX follow-up
•Performance of IS process
•Risk management
•Incident
•Status on major projects
•Tracking on expected results
•Quality of services delivered
• Reactivity
•User satisfaction
• Outsourcing follow-up
• Key competencies insourcing
•Innovation
CIO “Balanced Scorecard”
What are the must have KPIs?
Client Name here 17
IT metrics must evolve to keep the pace of IT transformation!
What are the must have KPIs?
Consumption and financial reporting
Outsourcing: FTE # is unknown….
Workstation …. tablets … smartphone
# sever… VM instances
Client Name here 18
What are the must have KPIs?
Understand, follow, optimize and communicate
KPI must evolve
Q&A
Client Name here 19
What IT performance dashboards would be needed in your organization?
1. Operational Excellence: Service availability and quality
2. Economic performance: Communicate and understand services costs; budget follow-up and reduction
3. Transformation & Innovation: Provide new services (capacity to innovate), transform IT/IS landscape
4. HR Management: Develop new competencies, outsourcing / insourcing
5. Balanced Scorecard: Strategic and synthetic dashboard
Pole 2: What dashboard?
What are the features of successful IT dashboards? Do's and don'ts?
Client Name here 21
Different clients
Different challenges
Different level of maturity
“One size fits all” dashboard is not an option
Not one dashboard to rule them all….
Tailor-made but do not reinvent the wheel: Best Practices & KPI Library
What are the features of successful IT dashboards? Do's and don'ts?
Client Name here 22
Management is everything: shared dashboard ensure relevancy and usage
Governance and organization are as important as KPIs choice
What are the features of successful IT dashboards? Do's and don'ts?
“One single version of the truth”
Client Name here 23
Automation is a priority … to be investigated carefully
Where does the information come from?
What are KPI update frequency?
How complex is the interface set-up?
Key Performance Indicators must be tested and understood before automation
What are the features of successful IT dashboards? Do's and don'ts?
Client Name here 24
Q&A
Unique dashboard can only be found in fairytales
Ensure data consistency and sharing through a proper governance
Understand and use KPI before automation
How to set up a successful IT dashboards? Do's and don'ts?
Client Name here 25
What difficulties are you facing in IT performance monitoring?
1. Lack of data or poor data quality
2. Information systems and tooling
3. Organization and processes
4. Cultural / Management style
5. Dashboard conception and KPI definition
Pole 3: Set-up an efficient IT performance management
What are the trends?
Client Name here 27
IT transformation and innovation also impacts IT performance monitoring
From home and hand made reporting…
What are the trends?
… to interactive and web based dashboards
Present / Future
Past
Cloud computing
Digital revolution
Client Name here 28
Dashboard are becoming alive
What are the trends?
Present / Future
Past
From tunnel effect project… … to iterative and dynamic dashboard construction
Client Name here 29
Cut down data crunching activities to focus on KPI analysis and decision making
What are the trends?
Present / Future
Past
Client Name here 30
Q&A
Opportunities through new technologies and services
AGIL dashboards
Analysis and decision making
What are the trends?
Client Name here 31
New trends in IT transformation and IT performance monitoring
Thank you!
Client Name here 32
Your contacts
Jerome Martin
BearingPoint Immeuble Galilée 51, esplanade du Général de Gaulle 92907 Paris la Défense Cedex France
T +33 1 58 86 35 68 F +33 1 58 86 50 00 M +33 6 12 07 30 92 www.bearingpoint.com
Damien Palacci
BearingPoint Immeuble Galilée 51, esplanade du Général de Gaulle 92907 Paris la Défense Cedex France
T +33 1 58 86 37 80 F +33 1 58 86 50 00 M +33 6 21 72 79 01 www.bearingpoint.com
