There are several important goals that can be obtained through a service management metrics showcase. Ideally it should empower all stakeholders to do the following:
♦ Always be aware of what is going on
♦ Shift from being reactive to proactive
♦ Focus and maximize their efforts
♦ Leverage the idea of “No Reports, Just Answers”
In this economy a lot of companies are experiencing the scenario of staff reduction, heavier workloads, and more demands posed on IT. This ends up becoming a constant battle.
Generally speaking, findings show that the varieties of systems that make up an enterprise IT infrastructure have very good reporting mechanisms. They satisfy the needs for the core applications to which they belong. Across the board however, if you look at what is really needed, that overlay that spans across all of those different systems is what is missing. This is the issue that needs to be addressed. The fallback plan usually includes tools like Excel or manually intensive processes that collect information from one application. That application and information is then meshed to another application and then that information is distributed. This is exactly what you are trying to get away from. Stonefly applications, for example, each have report mechanisms. In fact the reality is that these systems are starting to come up with some dashboard tools that are not bad. If you look at systems like an Element management system or a Network management system, they all do what they do well but they only take it to a certain level. They are not designed for a day to day business manager. Being fairly technical, they are not designed to be propagated to a wide audience. Looking at the way managers operate, in terms of information availability, they tend to have three buckets of time they work in on a day-to-day basis. Most of the time is usually spent fighting fires. The key is to use a better information access system which will allow managers to focus on being more strategic, more exception based, and more efficient.
Read about the 7 steps to reach that goal of transitioning away from “firefighting” in our IMF report Tracking IT Performance Metrics.