IVI Framework Viewer

Representative POMs are described for Results Analysis at each level of maturity.

1Initial

• Practice

  Report by exception or incident only.

  Outcome

  Reactive environment with minimal predictability and poor corrective actions, leading to budget overruns and/or over-investment (“sledgehammer to crack a nut”).

  Metrics

  • Number of outages
  • Total downtime
  • Variance from planned BAU cost
  • Helpdesk calls
  • MTTR

2Basic

• Practice

  Undertake root-cause analysis of any incident, firstly through examination of the evolving trends (where all such trends have been escalated through monitoring of deviations from dynamic normal profiles as part of the regular monitoring activity)

  Outcome

  Drive continuous improvements in infrastructure performance metrics, leading to overall better predictability

  Metrics

  • Availability trend by category
  • Capacity utilization trend by category
  • IT component SLA breaches
  • Response times trend by category
  • Number of IT component SLA breaches
  • MTTR
  • MTBF
  • Variance from IT budget
  • NOTE: Database server availability must exceed 99.97% during core hours

3Intermediate

• Practice

  Undertake root cause analysis of IT service problems, identifying underlying IT infrastructure issues impacting on IT service performance, and implementing remedial actions to avoid recurrence.

  Outcomes

  • Empirical Modelling:
  • Improved service metrics and predictability within the IT environment.
  • Improved user experience (as potential to minimise infrastructure threats before user impact)
  • Monitoring:
  • Increased availability
  • Reduction in the time taken to resolve IT service issues and reduction in the number of recurring issues.
  • Improved user experience.

  Metrics

  • Empirical Modelling:
  • Service response times (trended)
  • Service availability (trended)
  • Service capacity (trended)
  • Service latency (trended)
  • Service utilization (trended)
  • Number of SLA breaches
  • Theoretical Weighted Business Impact (Estimate of hours lost due to service outages/shortages).
  • Monitoring:
  • Availability
  • MTTR
  • MTBF
  • Number of issues (by incident type)
  • IT component metrics (actual vs SLA)
  • IT service metrics (actual vs SLA)

• Practices

  • Determine impact of recent changes to IT services on the underlying infrastructure (e.g. increase in CPU from new software update) and similarly impact on IT service performance levels as a consequence of changes in the infrastructure (e.g. slightly degraded user performance experienced as a consequence of new network configuration).
  • Use impact data for validation or otherwise to support IT investment plans and early indication of potential issues.

  Outcomes

  • Capacity Planning:
  • Improved IT-Business alignment
  • Improved ROI
  • Optimized cost per service
  • Scenario Planning:
  • Improved IT-Business planning
  • Reduction in risk
  • Improved business continuity plans
  • Example CP: Where should we best target part of our IT budget in order to accommodate 1200 users
  • Example SP: Are our remote access services capable of handling a predicted increase in usage brought about by and outbreak of avian flu?

  Metrics

  • Capacity Planning:
  • ROI
  • IT service cost per user
  • IT asset utilization
  • Stakeholder satisfaction
  • Adoption of IT service metrics by the business
  • IT service metrics
  • Storage requirements per service user (trended)
  • CPU requirements per service user (trended)
  • Bandwidth requirements
  • Scenario Planning:
  • Original predicted impact of incident vs Predicted impact following implementation of new contingency plans
  • Number of times a risk threshold is broken

4Advanced

• Practice

  Undertake root-cause analysis of any degradation in business process performance in order to establish which IT service(s) and IT component(s) may be responsible (or to discount IT as a possible cause of this process degradation) and implement reemdial actions.

  Outcomes

  • Provides insight into Actual vs Planned SLA performance (and thereby identifies areas where IT is hampering business performance)
  • Drive continuous improvement in business process performance, helping to identify where IT investments will make the most beneficial.
  • NOTE: By understanding how changes in business demand impact on IT services, IT services is better placed to divert scarce IT resources from one IT service to another.
  • Following the introduction of the competitor's Fleximortgate product, the number of new applications.

  Metrics

  • IT SLAs breached
  • Business process SLAs breached
  • Business process hours lost (or Number of transactions lost)
  • Transactions handled per IT dollar
  • Business process availability
  • Business process response times
  • Business process utilization