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Service Analytics and Reporting

E2

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.