Measuring IT Performance and Impact

June 7, 2011 & June 9, 2011 - 1:00 to 2:15 pm EDT

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Overview

Learn how to evaluate the effectiveness of your IT investment.

Students, faculty, and staff - as well as senior division heads - want IT leaders to deliver information and network services effectively and efficiently. But what do "effectively" and "efficiently" really mean? What measures of service delivery and customer satisfaction make sense to technology-centric and non-technology-centric IT consumers on campus? And what performance levels show that IT is meeting expectations or is falling short and in need of substantial improvement?

Join two recognized experts in IT metrics and organizational performance in this two-session archived webcast to discuss key elements of metrics and end-user perceptions that IT leaders must deploy to effectively measure and shape IT organization performance. Session 1 will focus on a variety of IT performance measures, while Session 2 will emphasize end-user measures as keys in measuring and shaping IT organization performance.

WHO SHOULD ATTEND

Chief information officers, IT directors/unit heads, and senior managers of IT services.

Agenda

Learning Outcome:

Use a variety of IT performance measures to support decision-making and communicate IT value to other units.

Session 1: Recorded on Tuesday, June 7, 2011 :: 75 minutes

What IT Metrics Can and Should Do

Understanding the indicators
- Metrics, benchmarks, standards, opinion, and end-user perceptions
- How (and when) to use and not use metrics
Aligning measures to core services and audiences
- Effectiveness metrics (internal and external)
- Efficiency metrics (internal)
- Human resources and visibility - the other metrics
Demonstrating IT value to other units
- Organizational readiness for metrics
- Drawing a line in the sand
- Lack of standards = comparison problems
- Supporting but not justifying cuts, investments, and reprioritization
Transforming technology-centric measures
- Using expectations as the measuring stick
- Building an IT performance scorecard
Developing standards

Session 2: Recorded on Thursday, June 9, 2011 :: 75 minutes

The End-User Perspective in Measuring IT Services

Demonstrating credibility
- IT performance on the value curve
- Assessment, planning, and prioritization
Building an end-user-focused survey instrument
- Delivery and use of services as perceived outside the IT organization
- Strategies for gauging expectations and quality perception
Core IT commitments
- Connectivity and access
- Service quality of core services
- Service quality of training and support services
Key performance measures
TechQual+ Project end-user quality experience instrument
Accountability measures
- Linking to planning processes
- Case studies: Pepperdine University and Furman University

Want more information about this event?

Contact Tunde Brimah, Senior Conference Director if you'd like additional information about the program agenda.

Instructors

Timothy Chester

Vice Provost for Academic Administration and Chief Information Officer

Pepperdine University

Tim is responsible for the strategic direction and management of the IT division, the institutional effectiveness and research department, and the strategic planning department. He works closely with the academic leadership to promote student administrative services, faculty research support, and strategic planning.

Tim is a recognized authority in IT leadership and organizational change, technology services for international campuses and emergency operations, and application integration in complex enterprise environments, and his writings have appeared in CIO Magazine, Dr. Dobb’s Journal, EDUCAUSE Quarterly, IT Pro, and Visual Studio Magazine. Tim’s work at Pepperdine University and Texas A&M University has been profiled in leading industry outlets such as Gartner Executive Programs, Microsoft, Apple, The Chronicle of Higher Education, Computerworld, eWeek, and Ziff-Davis Publications.

Martin Klubeck

Strategy and Planning Consultant, Office of Information Technologies

University of Notre Dame

Marty plays a significant role in strategic IT planning, metrics, and organizational improvement efforts within the Office of Information Technologies and across the campus of the University of Notre Dame. He has spoken at UND’s Leadership Conference and has taught courses on strategic planning and metrics. He has presented at numerous conferences and seminars, and taught courses on organization development throughout the United States. He recently co-authored Why Organizations Struggle So Hard to Improve So Little: Overcoming Organizational Immaturity (2009), and has written numerous articles on metrics for EDUCAUSE Quarterly. Marty is president of the Consortium for the Establishment of Information Technology Performance Standards. Look for his new book, Metrics: How to Improve Key Business Results, due out in December 2011.

Registration

Measuring IT Performance and Impact

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WHO SHOULD ATTEND

Session 1: Recorded on Tuesday, June 7, 2011 :: 75 minutes

What IT Metrics Can and Should Do

Session 2: Recorded on Thursday, June 9, 2011 :: 75 minutes

The End-User Perspective in Measuring IT Services

Want more information about this event?

Timothy Chester

Martin Klubeck

CD Recording of Live Webcast

CD Recordings for ALL Sessions of Measuring IT Performance and Impact

On-Demand Download of Live Webcast (180 day license)

On-Demand Downloads for ALL Sessions of Measuring IT Performance and Impact

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Measuring IT Performance and Impact

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WHO SHOULD ATTEND

Session 1: Recorded on Tuesday, June 7, 2011 :: 75 minutes

What IT Metrics Can and Should Do

Session 2: Recorded on Thursday, June 9, 2011 :: 75 minutes

The End-User Perspective in Measuring IT Services

Want more information about this event?

Timothy Chester

Martin Klubeck

CD Recording of Live Webcast

CD Recordings for ALL Sessions of Measuring IT Performance and Impact

On-Demand Download of Live Webcast (180 day license)

On-Demand Downloads for ALL Sessions of Measuring IT Performance and Impact

Shopping cart

Share This Page: