Short learning activity

IT 261 Learning Activity 2

Prompt: You work as an ITSM analyst for a large online retailer. You have been asked by your manager to complete the metrics program for a current ITSM project.

Your department follows the 10 steps for creating a metrics program found on pages 121–122 of the text. Your manager has completed steps 1, 2, and 3. To complete the remaining steps of the metrics program, you need to perform the following activities:

· Step 4:

· From step 3, select one grouping:

· CSF1/KPI1 and CSF1/KPI2 and CSF1/KPI3

· or CSF2/KPI1 and CSF2/KPI2 and CSF2/KPI3

· or CSF3/KPI1 and CSF3/KPI2 and CSF3/KPI3

· Define one metric for each CSF#/KPI1 and CFS#/KPI2 and CSF#/KPI3 selected

· Step 5: For each of the three new metrics defined in step 4, explain why it meets the SMART criteria.

· Step 6: For each of the three new metrics defined in step 4, describe the data points needed to produce the metric. Make assumptions as needed about the system.

· Step 7 through Step 10: Write 3–5 sentences for each step to define the step. Include what the purpose of the step is and how you would perform the step. Write in your own words as if you were mentoring a colleague who was unfamiliar with ITSM.

Step 1: Determine management’s vision—identify strategic and measurable goals and objectives – COMPLETE

· Ease of Product Selection – Management wants to ensure that customers can easily find the products they are there to purchase.

Step 2: Identify critical success factors—decompose the strategic goals and objectives into measurable results that must happen for processes to support the stated goals and objectives – COMPLETE

· Ease of Product Selection

· CSF1 - Customer finds that product search rank results are accurate

· CSF2 - Customer finds recommended substitute (“Not found, but here is something like it” result) an acceptable substitute if product is not available

· CSF3 - Customer experience is three or fewer clicks from Search to Cart

Step 3: Identify key performance indicators—identify the key measures to be used to monitor and measure process performance – COMPLETE

· Ease of Product Selection

· CSF1 - Customer finds that product search rank results are accurate

· CSF1/KPI1 - Top 1–3 search results selected

· CSF1/KPI2 - Top 1–5 search results result in purchase

· CSF1/KPI3 - No secondary search or filters applied to results

· CSF2 - Customer finds recommended substitute an acceptable substitute if product is not available

· CSF2/KPI1 - Customer clicks on the recommended substitute

· CSF2/KPI2 - Customer purchases the recommended substitute

· CSF2/KPI3 - Customer clicks on the recommended substitute and continues shopping research

· CSF3 - Customer experience is three or fewer clicks from Search to Cart

· CSF3/KPI1 - Customer uses Buy Now button on search result page

· CSF3/KPI2 - Customer clicks through to product detail and then adds to cart

· CSF3/KPI3 - Customer clicks through to recommended substitute detail and then to cart

Step 4: Identify metrics—identify the measures to be used to monitor and measure process performance

Step 5: Verify that metrics are SMART—ensure that metrics are specific, measurable, achievable, relevant, and timely

Step 6: Identify required data elements—identify the data elements required to produce the metrics and assess their accuracy

Step 7: Test and pilot your metrics and reports—verify that metrics and reports are statistically valid and satisfy customer requirements

Step 8: Document your metrics and reports—include its identity (e.g., unique name), purpose, audience, and associated data elements

Step 9: Place approved metrics and reports under change management control—ensure proposed changes are assessed for impact

Step 10: Continually review reports for effectiveness—continually ensure metrics and reports are aligned with business goals