Service Analytics and Reporting
Report on IT service metrics and analyse data on service usage to identify potential improvements and under-utilized resources for potential redeployment.
Improvement Planning
Practices-Outcomes-Metrics (POM)
Representative POMs are described for Service Analytics and Reporting at each level of maturity.
- 2Basic
- Practice
- Use analysis data to design and manage key services — particularly to deal with a major incident, or a specific request or improvement initiative.
- Outcome
- Some basic analytics on the IT metrics that are provided helps to guide improvements, particularly after major incidents.
- Metric
- % of IT services with service metrics.
- 3Intermediate
- Practice
- Put in place a formal IT-driven process to include service analysis data in service design and management, including data related to alignment with business objectives.
- Outcome
- Analytics on the IT metrics that are provided, leads to better decision-making and improved understanding of service design across the organization.
- Metric
- % of IT metrics data used for improving service design.
- 4Advanced
- Practice
- Establish service utilization data as key inputs to the service planning process (i.e. introducing new services, changing existing services, and decommissioning services).
- Outcome
- Analysis of service usage/Service Level Agreements (SLAs) provides a platform for collaboration on improvement across the business.
- Metric
- % of IT metrics data used for improving service design.
- 5Optimized
- Practices
- Continually gather and monitor data on conformance to SLAs.
- Optimize services based on the data collected across the business ecosystem, and pre-empt potential issues.
- Dynamically adjust some services based on usage.
- Outcomes
- The organization is constantly made aware of service levels and their relevance to the business.
- All decisions can be data-driven, allowing for proactive addressing of potential issues.
- Metric
- % of IT metrics data used for improving service design.