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Information Technology Service Management ITSM - Change Control, Help Desk, and Service Request
Sarbanes Oxley Compliance Tool Kit
IT Job Descriptions
Sensitive Information - Personal Information
IT Salary Survey
IT Hiring IT Job Descriptions IT Salary Survey

Security Audit Program

SOX HIPAA ISO Compliance

IT Service ManagementSLA Policy Template & MetricsIT Cost Control
 Metrics
IT Service Management
Service Level Agreements

Over 540 Objective Metrics Defined


 

Measuring Information Technology's Value - Maximizing the Cost Effectiveness of IT and Service Delivery Investment

Delivering quality IT service and measuring IT's performance cost effectively is a difficult and time consuming exercise. Many enterprises believe that they do not have the time, money, or resources to initiate and monitor the  necessary processes. However, enterprises cannot determine how much something is worth unless its value can be quantified. It is a necessity of the new economy that every business unit needs to demonstrate its worth while meeting necessary service objectives.

  • In many organizations less than 10% of the IT budget is actually spent on initiatives and IT Service Management (ITSM) that bring value to the enterprise.

  • It is not a question of how much is invested in computer systems but the effectiveness of the spending and the service levels provided.

  • Focusing the ways that IT is measured (Metrics) on an enterprise�s value drivers improves competitiveness.

  • ROI/TCO type measurements should not be used in isolation because they ignore elements such as service levels provided, risk and IT capability.

  • IT investment must be measured not only at the inception of initiatives but also throughout the project lifecycle and service delivery process.

 

The cost control kit conforms to IT Service Management and Service-Oriented Architecture and comes in five unique versions. They are (NOTE: a more in depth description of the product is provided below this table):

Metrics / ITSM / SOA
Cost Control
Metrics HandiGuide Standard Edition Silver Edition Gold Edition Platinum Edition

Metrics HandiGuide (PDF) is over 300 pages, defines 540 objective metrics, and contains 83 Metric reports that show over 220 objective metrics. An Adobe PDF document with electronic bookmarks. ITIL and ISO 20000 Compliant.

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IT Service Management Policy Template (Word) is an 126 page document that contains standards, policies and procedures, metrics and service level agreement for the help desk, change control, service requests, blog / personal web site, and travel and off-site meetings. It also contains a Change Request Form, Business and IT Impact Questionnaire, and an Internet Use Approval Form.

  

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Network Event Viewer up to 20 Servers/Workstations enables Network Administrators to manage and view multiple Windows XP/2000/NT Event log files at the same time. Filters can be configured to send emails when critical events occur.

  

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Service Level Agreement Policy Template (Word/PDF) defines a three tier environment and specific SLAs metrics that are both internally and externally focused. The sample contain over 70 metrics presented graphically in PDF format.

    

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Metrics, Service Level Agreement (SLA) and Outsourcing Job Description Bundle includes 12 full job descriptions in WORD and PDF formats. They are: VP Administration; VP Strategy and Architecture; Director IT Management and Control; Manager Contracts and Pricing; Manager Controller; Manager Metrics; Manager Outsourcing; Manager Service Level Reporting; Metrics Measurement Analyst; Quality Measurement Analyst; System Administrator Unix; and System Administrator Windows.

      

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2008 IT Salary Survey (PDF) The salary survey draws on data collected throughout the year via extensive internet-based survey instruments and completed survey forms from businesses throughout the United States and Canada. The survey data reflects IT salaries in 78 major cities in the United States as well as 23 cities in Canada.        

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210 IT Job Descriptions (Word 2003 and Word 2007) from the IT Position Description HandiGuide (Note: all of the job descriptions from the Metrics, SLA and Outsourcing Job Description Bundle are include with the 210 IT Job Descriptions).        

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Information Technology Cost Control

An inordinate amount of IT executive time seems to be expended on measuring and controlling costs rather than focusing resources on IT service and initiatives that will add value to the enterprise, probably because costs are easy to identify and quantify. This is unfortunate as there is a strong correlation between the knowledge growth of an enterprise and its market valuation. It is becoming increasingly important for IT management to ensure that measurement mechanisms are put in place to identify intangible assets such as brand, organization culture, customer loyalty, innovation, knowledge management systems, and the value of staff knowledge.

This set of tools defines the IT infrastructure necessary to provide cost effective IT services.  Janco Associates has found that failure to have metrics and service level agreements in place IT organizations are more prone to failure.  Metrics are absolutely essential 

The tools in this bundle include:

1. Metrics for the Internet, Information Technology and Service Management


 

The Metrics for the Internet and Information Technology HandiGuide is over 300 pages, defines 540 objective metrics, and contains 83 metric reports that show over 240 objective metrics.

The metrics cover all areas of the Internet and Information Technology -- including WIRELESS.  In addition, there are industry specific examples for financial services, distribution, manufacturing, education, entertainment, government, hospitality, insurance, medical, real estate and retail. 

ITIL and ISO 20000 compliant with a focus on Service Management.

Included are:

  • Organizational responsibilities

  • Metric process, design, and definition of 540 specific objective metrics

  • 83 sample metric reports - includes over 240 of 540 objective metrics

  • Graphic data presentation rules

  • A full metric report package is defined - a template you can use right away

  • Wireless metrics examples are featured

  • Sarbanes-Oxley compliant

 

 

2. IT Service Management Template

IT Service Management


The IT Service Management Policy Template is an 88 page document that contains policies, standards, procedures and metrics.  Chapters of the template include: Service Requests Policy; Help Desk Policy; Help Desk Standards; Help Desk Procedures; Help Desk Service Level Agreement; Change Control Standard; Change Control Quality Assurance Standard; Change Control Management Workbook; Documentation Standard; Application Version Control Standard; Version Control Standard; Internet, e-Mail and Electronic Communication Policy; Blog & Personal Web Site Policy; and Travel and Off-Site Meeting Policy.


 

3. Service Level Agreement and Metrics

SLA Policy Template & Metrics
Service Level Agreement Policy Template  is a nine page policy for a single application which is easily cloned,  It defines specific SLAs and metrics that are both internally and externally focused. The sample contain over 70 possible metrics presented graphically in PDF format.
 

                                                   


4. Metrics, Service Level Agreement (SLA) & Outsourcing Job Description Bundle


The Metrics, Service Level Agreement (SLA) & Outsourcing Job Description Bundle contains full multi-page job descriptions in word format  for the VP Administration, VP Strategy and Architecture, Director IT Management and Control, Manager Contracts and Pricing, Manager Controller, Manager Metrics, Manager Outsourcing, Manager Service Level Reporting, Metrics Measurement Analyst, Quality Measurement Analyst, System Administrator Unix, and System Administrator Windows.

5. Network Event Viewer - up to 20 Servers / Workstations

The Network Event Viewer enables you to view multiple Windows NT/2000/XP event log files at the same time. The Windows Event Log is downloaded from the network computers and saved. The files can be merged into one view and view filters can be set. Viewing merged event logs, Network Administrators can trouble-shoot network problems as well as profile the network stability at specific times. The Network Event Viewer also enables administrators to clear remote event logs enabling drive space to be freed.


 

HandiGuide is a registered trademark of Janco Associates, Inc..

 

 

 

 

 

 

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Metric and Cost Control News

BETA: Service Level Dashboard for Operations Manager 2007 - 05/08/2008 -... need to measure and report SLA compliance for line-of-business (LOB) applications. This new accelerator measures LOB performance from end to end by collating performance metrics from both the server side and select client locations. ... - more   

SharePoint Service Level Availability messen: Service Level ... - 05/08/2008 -... accelerator you will be able to better measure (and therefore manage!) your SLA metrics." Mehr auf http://technet.microsoft.com/en-us/library/cc463350.aspx . Download der Beta von MS Connect: Hier. Leo Faltus (leo.faltus@microsoft.com) - more   

Measure SharePoint Service Level Availability and Performance with ... - 05/07/2008 -At MMS, I heard someone say you can’t manage what you can’t measure – with this solution accelerator you will be able to better measure (and therefore manage!) your SLA metrics. You can find out more about the solution accelerator or ... - more   

What is ISM3? - 05/07/2008 -For example, work products and metrics help to define the scope of the outsourced service and the definition of SLA. Maturity Levels - This helps organizations with limited resources to prioritise their investment getting the maximum ... - more   

Oblicore's SLA Management Solution Ranks First in YPHISE ... - 05/05/2008 -Oblicore Guarantee Outperforms Competitors in Software Assessment for SLA and Metrics Management. - more   

5 Security Metrics That Matter - 04/24/2008 -Most of this would require a move towards a policy driven approach and SLA’s to monitor adherence to plan, which we will look at in a future post. I did want to take a minute and list some metrics that every organization must be able to ... - more   

Tools that work - 04/24/2008 -Know the project and, using a project metric, build up a reasonable estimated SLA for the work to be done. Call the project manager on the phone, or walk over, to discuss it before putting it in writing. Write up a brief estimate which ... - more   

Metrics aid SLA and Operations Management-- As a Partnership, not ... - 04/17/2008 -Metrics and Reporting, done correctly, is a focus aid to SLA Management – Business Service Health and Performance Capability Metrics. Let us stop using metrics as a defensive weapon-- you, not me. The real value transcends the indicator ... - more   

Client Side Performance Metrics - 04/15/2008 -I am working on a project to introduce client side performance monitoring into our hosted application for SLA measurement among other things. I the information below on a demo site for a ticketing system we use and thought there might ... - more   

Implementing a Best Practices Quality Maturity Model from the Top Down - 04/14/2008 -Wide-scale quality improvement initiatives are often launched for one of several reasons: · A Service Level Agreement (SLA) with one or more strategic customers has consistently not been met due, in part, to immature quality processes ... - more   

Shipment Track and trace Claims Processing Outsourcing - 04/14/2008 -The Service Level Agreements (SLA) are the benchmark by which an Outsourced call center is judged. They may have stipulated specific measurable metrics (SLA’s) by which they are measured. So the radio tags would be a vitally important ... - more   

Research Librarian - Starpoint Solutions - 04/10/2008 -Passion and enthusiasm for research methodologies; Ability to prioritize requests and excellent time management skills; Understanding of research topics regularly addressed: company and industry information/metrics, statistics, ... - more   

Goal Question Metric (GQM) Model - 04/07/2008 -We are looking to reduce the number of occurrences of SLA violations. We are not looking to improve the ‘average’ performance. In theory we could improve average performance and still have unacceptably high violation rates. METRICS ... - more   

Software offers intelligent metrics for contract execution ... - 04/03/2008 -... Management module with Services Dashboard feature to help OEMs and service providers intelligently manage distributed service value chain, compliance, and successful execution of Performance Based Logistics (PBL) or SLA contracts. ... - more   

9 Things to watch out for in an SLA - 04/03/2008 -Internal metrics can be even applied to this process, to identify internal lags in communication. Define measurements and reporting - An SLA is useless if you can't measure and document each problem length properly. ... - more   

NetQoS Destructobot™ Enforces Network Performance SLA Agreements - 04/01/2008 -“NetQoS Destructobot is the only flesh-rending robot that unites application performance monitoring metrics with a warped, blasé attitude towards human life,” said Steve Harriman, vice president of marketing for NetQoS. ... - more   

Teamcenter Service Data Management Solution Delivers Intelligent ... - 03/31/2008 -"Many of our customers who manage the support and service of significant assets are increasingly required to perform to commitments associated with PBL and SLA contracts," said Steve Bashada, vice president of Teamcenter Applications, ... - more   

Redefining the SLA framework - 03/27/2008 -Business intensive metrics are fashionable, but what does it really mean in terms of expectations and delivery capability? As the role of the IT team morphs, so must contributions from service partners. How should the service level ... - more   

Amazon: Updated Order Acknowledgment Service Level Agreement (SLA) - 03/19/2008 -Be sure to select the topic "Questions About Reports, Metrics, or Other Business-Related Issues", so that your case is routed correctly. In the case list all the orders you are requesting to be resent, and cc your EFPM on the request. ... - more   

Checklist of IT Metrics - 03/03/2008 -This is a checklist of IT metrics from APQC. IT organization. Cost Effectiveness. Total IT budget as % of revenue; Total IT budget per employee; Average time to break even for new or enhanced IT services by level of investment ... - more   

SLA tips - Disaster Recovery - 03/02/2008 -While there are many standard candidates for SLA metrics like uptime, availability, and response time, it’s important to correlate them to meaningful business related metrics. And leading indicators are better than lagging indicators. ... - more   

SLA Management - Related links - 02/25/2008 -... Business Wire (press release)NetQoS Adds Network Behavior Analysis Capabilities to Network …Business Wire (press release), CA - 12 hours ago… integrates the metrics in customized views to help organizations be ... - more   

"Keeping Found Things Found": Report on SLA Toronto Chapter ... - 02/05/2008 -Quantifying your ROI is indeed difficult – you need to be able to gather your metrics. Think about what you want to measure and how you’re going to evaluate that ahead of time. Some situations will need to be anecdotal – because not ... - more   

More Simple Helpdesk/Service Desk Metrics and Reports - 02/05/2008 -More mature ITSM environments might include this data but would probably also include Availability (see the Availability white paper), costs of downtime, Problem and Change metrics, and a more detailed SLA analysis. ... - more   

Oblicore Guarantee Outperforms Competitors in Software ... - 01/15/2008 -Oblicore's SLA Management Solution Ranks First in YPHISE Assessment Report Oblicore Guarantee Outperforms Competitors in Software Assessment for SLA and Metrics Management CAMBRIDGE, Ma... - more   

 

 

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� 2008 Janco Associates, Inc. - ALL RIGHTS RESERVED -- Revised: 05/02/08