ITIL Metrics Portal
Point Guard Solutions builds custom ITIL Metrics Reporting Portal for our customers. What is it/How does it work?
ITIL Metrics Portal is:
Web enabled Reporting Portal- States your vision, strategy, tactical goals, and operational goals and correlates them to metrics.
- Provides a guiding light for improvement initiatives in all ITILv3 5 Life Cyle Phases: Strategy, Design, Transition, Operations, and Improvement. It is exceptional in highlighting what you must do to improve incident, problem, change, and release sub-processes.
- Automates collection of data from federated repositories and provides mechanism for manually collected data.
- Automates correlation, calculation, presentation, and distribution of metrics to authorized audience.
- Saves millions by not having to do a rip and replace of any existing tooling. Instead, it provides a guide on how to improve use of existing tools.
What ITIL Metrics Portal is not:
- It is not an Operations tool; not change management, not incident management, not asset management, or services catalog. IT is not a replacement of any current tool. It is a summary aggregator. It is served data from all federated tools and processes. It provides an oversight view of what and how well operations and all other ITILv3 subprocess are doing.
The symptoms of a successful ITIL Implementation
Service Strategy Goals:
- IT Strategy support Business Goals.
- The cost of IT is agreed upon and funded by the business.
- Accurate demand forecast - we know how much of what type of IT services the business will consume in the next 12-24 months.
- Past Portfolio is known - we know what IT assets we have had in the past or what will be retired in the next 12 months.
- Present Portfolio is known - we know what IT assets we are using now.
- Future Portfolio is known - we know what technologies we will use, build, or buy in the next 2-3 years.
- IT Financials are well managed and accountable . IT strategy is properly funded and funding is used in alignment with strategy.
Service Design Goals:
- Service design process is efficient and produces services that performs as expected, is cost effective, robust, and maintainable through its known lifecycle.
- Services are cataloged with cost and Service Levels associated.
- Service delivery process are optimal.
- Service support processes efficiently support services through its life cycle.
- Cost efficient and effective supplier management process.
- Security policy for all services is established and communicated.
- All services have the appropriate continuity plans.
- Capacity is properly managed according forecasted demands.
- Availability metrics are known.
Service Transition Goals:
- Build and deployment processes are timely and cost effective, producing expected results with minimal disruption to operations.
- Testing and validation processes are optimized to ensure services will be delivered with minimal disruptions and perform as expected.
- All changes are efficiently controlled ensuring compliance, providing value, and minimizing risk.
- Assets are managed through its life cycle, generating savings from reclaiming unused capacity and timely retirement of assets to reduce maintenance cost.
- Provide transition from design to production until services are proven stable.
- Build and maintain knowledge base of all transitioned services.
Service Operations Goals:
- Provide satisfactory single point of contact for IT users to handle all incidents and service requests.
- Manage the processes to deliver services at the agreed (SLA) levels within budgetary and ROI target.
- Manage events. Provide ability to quickly detect events, evaluate, and act.
- Rapid restoration of services when incident occurs. Get things working again.
- Find and eliminate problems or provide work-arounds. Turn unknowns to known incidents. Reduce mean time to repair.
- Fulfill request for standard and approved services.
- Grant authorized users access to service as defined in Security Policies.
Service Improvement:
- Continually improve IT Service Management Processes and IT Services.
- Continually align and realign IT services to the changing business needs by identifying and implementing improvements to IT services.
- All 5 Service Lifecycles: Strategy, Design, Transition, Operations, and Improvement Metrics are collected.
- All Service Metrics are reported and collated to vision, strategy, tactical goals, and operational goals.
IT Infrastructure Dashboard Roadmap
What metrics should you collect, in what order? Our recommendation: start with Service Operations Metrics. ITILv3 is all about delivering value. The first time the business/client/customers can realize value is when the IT Service is in Operations. Before a service goes into Operations/Productions/Live, that service serves no value to the customers. So start here at improving Service Operations metrics first:
- ITIL Service Operations Improvement Metrics: Incident & Problem Management
- Assets + Events + Problems = Which is the most fragile/problematic assets in the environment? This is your low lying fruit.
- Applications + Events + Problems = These are your most problematic applications.
- Assets + Applications + Events + Problems = These are your costliest problems. If you can correlate these datasets, you can quickly improve your metrics.
- Assets + Applications + Events + Problems + Incidents + Runbooks = This is your metrics to reduce your mean time to repair metrics.
- Assets + Applications + Events + Problems + Incidents + Silo problem owner = This will help you improve your metrics by infrastructure silos.
- Assets + Applications + Events + Problems + Incidents + Silo problem owner + time to repair = This will help improve your mean time to repair by infrastructure silos.