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"If you can't measure it, you can't improve it."
Peter Drucker, Management Consultant, Educator and Author
Customer Satisfaction
“Customer service shouldn’t just be a department, it should be the entire company.” ~ Tony Hsieh, CEO of Zappos.
3
Customer Satisfaction
0.00
0.50
1.00
1.50
2.00
2.50
3.00
3.50
4.00
4.50
5.00
7/1/18 7/8/18 7/15/18 7/22/18 7/29/18 8/5/18 8/12/18 8/19/18 8/26/18 9/2/18 9/9/18 9/16/18
GPA For Week
Moving GPA
Last 3 Months
ResponseRate 1.21% 2.09% 1.09% 1.19% 0.81% 2.19% 2.30% 2.33% 1.38% 3.66% 2.54% 3.52%
4
Incident
Unplanned interruption or reduction in the quality of one or more Services, or a failure of a production configuration item that has not
yet impacted one or more Services.
5
P1 by Cause
0
5
10
15
20
25
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Num
ber
of R
ecor
ds
Caused By Documented Change Caused By Undocumented Change Not Caused By Change
Caused By Vendor Change Hardware Failure Unknown
Change Management
6
OIT Aging Incidents
Open OIT Incidents519
Open over 4 MonthsUp from 1433
Over 1 Year OldNo Change from 101
38%(up from 35%)0-3 Days
13%(down from 16%)
> 60 Days
20%(down from 32%)
10-60 Days
Age of Oldest IncidentUp from 37850429%
(up from 17%)3-10 Days
Interesting Facts
7
Top 10 Incident Generating ServicesCurrent
BYU Learning Suite
TEC Room
DUO
Wireless Network
Campus Phone
Technology Support
Canvas LMS
Security Support
Wired Network
1
2
3
4
5
6
7
8
9
10
1
2
3
1
1
1
1
3
3
27
mYlink BYU Domains Net ID14 11 25Off the list:
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Step 04Time to inform customers and close
the ticket.
Step 03Time at which component recovery
has been completed.
Step 02Time detection is acknowledged to
when incident is assigned.
Step 01The time from 1st fail to IT being
made aware.
P1 Incident Outage Process
Detection
Resolve
Evaluation
Wrap Up
9
Outage Timeline
0 5 10 15 20 25 30 35
Power Outage9/9/18
Boss GroupsFor ManyTeams are…
TurnitinSystem Down
Wyview ParkInternetOutage
Learning SuiteCannot
Connect to…
Hours
Detection Evaluate Resolve Wrap Up
Top 5 P1 Incident Outages
10
Problem Ticket FixesYearly
31
1417
12
30
1914
75
0
10
20
30
40
50
60
70
80
2011 2012 2013 2014 2015 2016 2017 2018
Number of Fixes
11
Reduction in Outage Times
7.176.49
0.64
1.92 1.971.31
2.53 2.431.85
11.6210.89
3.79
0
2
4
6
8
10
12
14
Q1 Q2 Q3
Detection Time Evaluation Time Resolution Time Detection to Resolution Time
Q1 ‘18 – Q3 ‘18
30 Outages 51 Outages 40 Outages
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P1 Incident ScorecardEach P1 Incident is scored with this rubric
Wrap-UpDocumentation completed fully
Top Score: Confirmed resolved, sufficient documentation, and the correct assignment group
ResolveFix implementation and alert clearing
Top Score: Engineer confirms fix, alert clears, and was resolved within 4 hours
EvaluateInformation in the incident was sufficient
Top Score: Information needed was correct and all affected services identified
DetectHow each incident is found
Top Score: Detected by Monitoring
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3.66/4.00
3.73/4.00
1.31/4.00Detect
Resolve
Wrap-Up
P1 Incident ScorecardAverages
July to September 18thD+
B+
A-
(was 2.21)
(was 3.59)
(was 3.66)
3.69/4.00Evaluate B+(was 3.24)
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The Impact of Knowledge ArticlesUsage of KBs in Incident
1.615 days
4.392 days
0 0.5 1 1.5 2 2.5 3 3.5 4 4.5 5Time to Resolution w/ KBs
Has KB No KB
15
Where We Are
ITSM CMDB Maturity Model
16
CMDB Federation GradesAll CMDB Federations are given a grade from 4 to 0.
4.0 –• People (HR
Feeds)3.5 –• NIT• OFIS3.0 –• Genetec• QIP• Building/Rooms
4-3
2.0 –• RepoMeta• VMWare• WSO2*• SolarWinds
(NIT 2.0.)*
2
1.5 –• AWS• NetDoc• Qualys*• IBM Resilient*1.0 –• StruxureWare
1
0.5 –• F5• ITI DB
(Netsuite)0.0 –
0
+ + + +
Average Grade: 2.05 (C)
A B-C D F
Previous: 1.63
* = Improved
17
CMDB Federation Average GradeMarch – August 2018
1.55 1.58 1.631.89
2.052.24
0
0.5
1
1.5
2
2.5
3
3.5
4
Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18
Average Grade
Projects
The teams that create our customers’ solutions and help keep campus operational.
19
New Project Status Dashboard
State Forecasted Actual
Active 1,102 860
Closed 799 358
All Projects in OIT
Active Projects
On Track 363
Watch or Alert 58
Reasons on Watch or Alert
Schedule 17
Budget 37
Both 9
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