Using an IT Metrics Report Card to Determine Customer Service Effectiveness

February 10, 2012

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Overview

Learn how you can develop a metrics report card for measuring the effectiveness of various IT services.

If you want to gain comprehensive insight into the health of your IT organization, you need a metrics report card, a standardized tool that will allow you to fully report your organization's health from the customer's point of view. Using a metrics report card will provide you with:

A complete picture of the IT organization's health
A picture of the health of each key service
Acceptance of metrics
Clear indications of where you should focus

Join us online as we review ways to measure your IT service performance. Similar to processes for academic report cards, you will learn to grade each service using multiple forms of evaluation.

WHO SHOULD ATTEND

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

Agenda

Learning Outcome:

After participating in this webcast, you will have a framework for developing a metrics report card that will describe the effectiveness of your IT services in a comprehensive, standardized, and duplicative manner.

Friday, February 10, 2012

1:00 - 2:30 p.m. EST

Structure around measurement - the answer key
- Understanding the four major types of IT organizational metrics
  - Customer viewpoint
  - Business viewpoint
  - Employee viewpoint
  - Leadership viewpoint
- Where IT effectiveness metrics "fit" in the answer key
- The major components of IT effectiveness metrics
- How using effectiveness metrics avoids the fear and resistance normally encountered with a metrics program
Delivery measures for IT services
- Availability
- Reliability
- Speed
- Accuracy
Usage measures for IT services
- By user type
- When it's not applicable
Customer satisfaction measures for IT services
- Surveys
- Focus groups
Weighing the factors - everything can be weighted
Creating ranges of expectation
- Why you shouldn't set goals or targets
- Why a range?
How to use the results
- Identifying anomalies
- What to do if results are below expectations
- What do to if results exceed expectations

Want more information about this event?

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

Instructors

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

CD Recording of Live Webcast

We record the audio and visual portion of all live webcast events and make them available in two forms; as a CD or as an electronic download. CD recordings are mailed with a bound copy of the presentation materials and handouts approximately 10 business days following the live webcast date.

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

We record the audio and visual portion of all live webcast events and make them available in two forms; as a CD or as an electronic download. On-demand downloads are available through an internet link sent via email approximately 10 business days following the live webcast date (links are active for 180 days).

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Using an IT Metrics Report Card to Determine Customer Service Effectiveness

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WHO SHOULD ATTEND

Friday, February 10, 2012

Want more information about this event?

Martin Klubeck

CD Recording of Live Webcast

Using an IT Metrics Report Card to Determine Customer Service Effectiveness CD Recording

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

Using an IT Metrics Report Card to Determine Customer Service Effectiveness On-Demand Download

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Using an IT Metrics Report Card to Determine Customer Service Effectiveness

Horizontal Tabs

WHO SHOULD ATTEND

Friday, February 10, 2012

Want more information about this event?

Martin Klubeck

CD Recording of Live Webcast

Using an IT Metrics Report Card to Determine Customer Service Effectiveness CD Recording

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

Using an IT Metrics Report Card to Determine Customer Service Effectiveness On-Demand Download

Shopping cart

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