In order to manage and control processes and services, they
have to be monitored and measured. The design of the measurement methods and
metrics used to measure process are critical to success and might even be the
most crucial element. In practice we tend
to see Critical Success Factors and Key Performance Indicators defined in the
process documentation but is anything being done with those?
We not only need to define the metrics for measuring the
process but also must ensure that the design and implementation of the process
also includes a system for ongoing monitoring, reporting and most important
action for continual improvement of the process. Without it the process is
destined to fail.
Process designers must assert caution and use wisdom when
defining the metrics and measurements for the process. Careful consideration must be given to how
these measurements are going to affect and change the behavior of the
practitioners and stakeholders that produce or receive value from this
process. Rest assured that measuring the
process will affect people and we must ensure the outcome is one that is
conducive to success. Selecting only
measurements that encourage progression towards meeting business objectives or
desired behavioral change should be selected.
The process design ensures that we have the capability to
improve the process over time. Think
about it. Is a process ever perfect? Is the demand from the business ever static
in today’s world? The emphasis should be
on the quality, speed, and cost in order to meet the dynamic needs of the
business and the outcomes of the products and services that service provider
delivers. Therefore, measurement methods
and metrics should reflect these requirements and be designed to measure the
ability of processes to them. Be
careful though. The process measurements selected need to be appropriate for the
capability and maturity of the processes being measured. Immature processes are
not capable of supporting complex measurement methods. ITIL describes four types of metrics that can
be used to measure the capability and performance of processes. You might find these helpful.
- Progress - Milestones and deliverables in the capability of the process
- Compliance - Compliance of the process to governance requirements, regulatory requirements and compliance of people to the use of the process
- Effectiveness - The accuracy and correctness of the process and its ability to deliver the ‘right result’
- Efficiency - The productivity of the process, its speed, throughput and resource utilization. Measurements and metrics should develop and change as the maturity and capability of a process develops. Initially, with immature processes the
Be cautious with these, the first two levels of metrics
should be used to measure the progress and compliance of the process initially.
You should ensure that the process is
consistent and being followed. As the
process maturity develops, effectiveness and efficiency metrics can be added
with an understanding that progress and compliance are still paramount.
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