Before my life as an ITSM professor, I was responsible for
delivering the monthly reports on IT at a large specialty retailer
organization with multiple remote locations in several states across America. I delivered many of the standard reports for
Service Desk, Change Management and System Availability. System availability was a standard report
that reviewed from a system / hardware perspective just how available the
systems and their supporting components were throughout the
month. This was delivered in percentages
and the goal was to maintain 100% infrastructure availability.
Even though many of the individual systems
and components were meeting their required SLAs, our customers were still not
satisfied with the availability and performance of
critical services. We needed to re-address what should we be measuring
and how should we be reporting achievements back to the business and
customers. We decided
to report on the end to end delivery of our services and
the actual customer experience from their perspective.
Three basic measurements
were utilized
- Availability of the service
- Reliability of the service
- Performance of the service
It was still valuable for us to also continue measuring
these aspects for the underlying components. The individual metrics would be used as input into our new
Service Availability Report. The key
here was developing a service measurement framework that would from a
statistical analysis model, coincide with what the customers were
experiencing. Of course, this took some trial and error. As with any activity, we took a continual service improvement
approach to refining what measurements and metrics we used to show all aspects
of availability and unavailability of our services.
By re-evaluating our measurements with all stakeholders, we were able to
establish an agreed definition of what success should look like. By choosing the correct measures, defining
the critical elements, creating clear and relevant objectives and having define
roles and responsibilities, we were able to successfully and accurately report
the true customer experience and deliver a more sustainable and relevant level
of service to our customers.
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