The Reporting & Measurements process focuses on establishing reports that focus on internal and external operational and service level results. It is designed to provide information to both IT teams and Business to ensure informed decisions are being made. It allows both teams to track and trend performance and make any corrective changes.

The lack of an effective data collection mechanism, reporting program, and KPIs to measure business performance, can prevent an organization from truly understanding what is taking place. The process is designed to increase awareness of the organization’s health and ensure the organization and its employees are marching in synch towards the overall goals and objectives.

Building a reporting & measurements management process begins with establishing a robust reporting system. Reports need to be designed and delivered to the right audience at the right interval for use in tracking and trending and further detailed drill down analysis. Properly designed reports will allow you to baseline your performance and compare the results against industry standards and internal organizational expectations. Once the reports and appropriate measurements are in place, regular performance reviews can take place to assess the health of the business.

• Define Operational Reports and Measurements
• Define Service Level Reports and Measurements
• Define Service Level Agreements / Objectives / Key Performance Indicators
• Define Reporting Tools and Methodologies
• Define Root Cause / Trending Analysis & Reporting

The Objective of the process:

• The objective of the Metrics and Performance Management process is to define the tools and methodologies, measurements, and analytics programs that need to be implemented on the team to drive an understanding of what is taking place on the team.

Sample List of Benefits:

• Standard Enterprise-wide Reporting Tool
• Standard Enterprise-wide Reports
• Standard KPIs related directly with Department and Organizational objectives
• Standard Enterprise-wide Analytics Program
• Establishment of supporting processes

Sample list of observations:

• Misalignment between what the SLAs/SLOs are stating and what the Customer is experiencing.
• IT teams do not have any view into their personal performance, departmental performance, or the organization’s performance.
• A review and validation exercise was conducted to understand how data is collected, transformed and presented both internally and externally. Gaps have been identified which have resulted in questioning the accuracy and validity of the data. The accuracy issues are due to limitations in the ticketing tool, compliance & adherence issues, and utilization of manual trackers (excel files). While data exists, the team cannot attest to the accuracy of the data.
• Teams currently lack proper reports to track, trend and understand performance.
• Teams currently lack proper tools to collect data.
• Team currently lack proper tools to transform the data into actionable information.
• Data for reports and measurements is affected by tool capability and process adherence.
• There is no /effective distribution of reports to employees to assess for productivity and areas of improvement. Reports are not shared with the teams consistently, so they are unaware of account, team, or individual performance.

Sample list of recommendations:

• Obtain catalog of all reports and measurements on the account (Internal and External).
• Obtain list of all data sources for each of the reports and measurements.
• Obtain list of all communications related to reports and measurements.
• Identify is who pulling the data and preparing the reports, measurements, and communications.
• Map current reports and measurements to contractual and internal requirements (Operational and Service Level Reports).
• Document measurements requirements using provided template (specify Objective, Definition, Formula, Data Capture, Measurement Interval, Reporting Period, Hours of Support, Resource Range, Weighting Factor, Service Level).