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ITIL :: View topic - CM Metrics That Show Cost/Value???
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CM Metrics That Show Cost/Value???

 
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llondra
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Joined: Jul 25, 2007
Posts: 7

PostPosted: Thu Oct 04, 2007 5:44 am    Post subject: CM Metrics That Show Cost/Value??? Reply with quote

I have monthly metrics that show:

* Total number of changes with breakdowns by request type and assigned team
* % of Unsuccessful changes
* Breakdown of emergency changes by root cause
* 3 month trending

That's the gist of it, anyway. There's lot of color and it's all very number-filled... and I'm not really feeling that it's speaking to the powers that be.

My thought is that its time to take the metrics to the "next level" and start associating costs and/or value returned on all those numbers and pretty pie charts.

Um... any ideas on how to do that? Wink

One thought I had was to try and calculate the cost of emergency changes. A simple formula that should (maybe) work is to use an average time to implement X average salary X number of emergency changes. It's basic and doesn't take in every factor, but should give at least a starting point.

Thoughts and ideas? I'm not really solving for a particular problem at this point - really just poking at my metrics and seeing what else they can show.

Thanks in advance for any input - I really appreciate it!
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Ed
Senior Itiler


Joined: Feb 28, 2006
Posts: 411
Location: Coventry, England

PostPosted: Thu Oct 04, 2007 5:06 pm    Post subject: Re: CM Metrics That Show Cost/Value??? Reply with quote

llondra wrote:
There's lot of color and it's all very number-filled... and I'm not really feeling that it's speaking to the powers that be.


hi Ilondra

Here you are creating what are, I am sure, fantastic metric reports, but no reads them. That tells me that the reports are either far too complicated, and need more effort to digest than your seniors want to spend, or they are the 'wrong' reports. At the risk of teaching you to suck eggs, did you consult your seniors as to what they are interested in? If so then perhaps what you need to do is change the style of the reports rather than the core data? Make them more pictoral perhaps?

I don't see any point in spending more time making fancier reports that no one reads - That is just a waste of your very valuable time. Spend the time modifying what you have into what they want to read!

Regards

Ed
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