Micro Analytics

In the first blog on Analytics Based IT Governance (ABIT 1), we discussed that ITIL offers over 100 KPIs for assessing the value of IT delivered. They classify the KPIs into several areas:

1. Service Portfolio Management
2. Financial Management
3. Service Level Management
4. Capacity Management
5. Availability Management
6. IT Service Continuity Management
7. IT Security Management
8. Supplier Management
9. Change Management
10. Project Management (Transition Planning and Support)
11. Release and Deployment Management
12. Service Validation and Testing
13. Service Asset and Configuration Management
14. Incident Management
15. Problem Management
16. Service Evaluation
17. Process Evaluation
18. Definition of CSI Initiatives

The secret sauce is not to choose all 100 or so micro-analytics, but pick the ones that are most applicable to the Enterprise.   Examples of KPIs include the following:

•  Number of Releases: Number of releases rolled out into the productive environment, grouped into major and minor releases.
•  Adherence to Project Budget: Actual versus planned consumption of financial and personnel resources.
•  Gaps in Disaster Preparation: Number of identified gaps in the preparation for disaster events (major threats without any defined counter measures).
• Number of Planned New Services: Percentage of new services, which are developed, being triggered by Service Portfolio Management.
• Duration of Service Interruptions: Average duration of service interruptions.