An ITSM journey research and experiences 20130404
-
Upload
francis-gacenga -
Category
Business
-
view
161 -
download
4
description
Transcript of An ITSM journey research and experiences 20130404
An ITSM Research Journey:
Findings, Experiences, Reflections
Francis Gacenga
Road Map
Reflections
The Research
Introduction
Research Findings
Discussion
Introduction
Work
Research
The Research
Information Technology/Systems
Management
Information Technology/Systems
Management
Information Technology Service Management (ITSM)
Information Technology Service Management (ITSM)
ITSM performance measurement
ITSM performance measurement
Research Design
Conceptual Model
Literature Review
High Level ITSM PMF
SurveyMethod
Purposive sample of itSMF Australia members2085 surveyed, 263 responses, 214 usable
Key QuantitativesBSC mostly in use, close to half do not know PMF in
useSignificant correlation between metrics and PMF useProcess benefits related to organsiation level benefits
Key QualitativesProcess metrics focused on outcomes, stage, types,
conductTypical quantity and quality measures in use
Measuring practice and challenges
Refined Conceptual Model
Case study method: 6 case studies, 2 hour structured interviews, content analysis and cross
case analysis
$
Client Services Director
• Admin - IT managed service
provider• 200 to 999 staff
$5 to $9 Million
ITSM 4 years$
Service Plan Director,Performance Manager
• Health & community services
• > 10,000 Staff
> $150 Million
ITSM 8 years
$
Service Desk Manager
•Health & community services
•2,000 to 4,999 staff
> $150 Million
ITSM 1 year$
Services Manager, Reporting Analyst,
Project Office Manager, Operations
Manager•Not for Profit
•200 to 999 staff
> $150 Million
ITSM 3 years
A B $
Biz Integration Manager,
Service Level Manager, Service Manager,
IT Serv. Office Director, •Education
•5,000 to 9,999 staff
> $150 Million
ITSM 4 yearsD
$
QA & Certification Manager
• IT managed service provider
• > 10,000 staff
> $150 Million
ITSM 7 yearsC E F
Publ i c
Pr i vate
Factors Influencing the Selection of ITSM Metrics
A
B
C
D
E
F
Organisation culture INT
ITSM manager perspective INTLegislation EXT
Senior management
philosophy INTIndustry sector
EXT
KEY:INT – Internal
EXT - External
INTGovernance,
Strategy & goals IS Function structure
ICT tools in use
Selection of Selection of ITSM ITSM
Performance Performance MetricsMetrics
External Contingency Factors
• Legislation (5)• Industry sector (5)• ITSM resources (4)• External customers (3)
ITSM Performance DIMENSIONS & Sample
Metrics
SERVICE• Customer satisfaction of end-to-end
service• Response time• Transaction time
FUNCTION• Actual spend against budget• Number of complaints and
compliments
PROCESS• Number of incidents• Number of successful changes• Incidents caused by changes• Operating level agreement
breaches
TECHNOLOGY• Network bandwidth usage• Server power consumption
Parent Organisation• Governance framework (6)• Corporate strategy & goals (6)• Organisation culture (5)• Senior management philosophy (5)• Internal customers (4)• Corporate performance framework (3)• Senior management needs (3)• CIO influence (3)
IS Organisation• IS function structure (6)• ITSM & ICT tools in use (6)• IS manager perspective (5)• IS function size (4)• IS goals (3)• IS function maturity (3)• IT operations staff influence (3)
Internal Contingency Factors
Based on Saunders
and Jones (1992) and
Myers et al. (1997).
ITSM Performance Metrics Selection Model
Confirmed Conceptual Model
Sample Metrics with Constituents
Reflections
Discussion
Links to publications available at:
THANK YOU
http://works.bepress.com/francis_gacenga/
http://eprints.usq.edu.au/view/people/Gacenga=3AFrancis=3A=3A.html
Case Study: Factors Influencing the Selection of ITSM Metrics
INTGovernance,
Strategy & goals IS Function structure
ICT tools in use
ABCDEF
Case Study: Factors Influencing the Selection of ITSM Metrics
ABDEF
Organisation culture INT
ITSM manager perspective INTLegislation EXT
Case Study: Factors Influencing the Selection of ITSM Metrics
ACDEF
Senior management
philosophy INTIndustry sector
EXT