GAUGE YOUR SPEED

 There  are  no  process  silver  bullets.  

 IT  teams  that  actively  encourage  process  compliance  achieve  higher  overall  performance.  

2 |

Poor execution can hold you hostage

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 The realities of poor process discipline and weak process linkage are grim. Some oft cited metrics highlight the impacts of process weaknesses.

25% Cost  of  downtime   Emergency  change  

80% Outages  

Average  hourly  cost  (Gartner)  

Rate  for  worst  performers  (IT  Process  Institute)  

Caused  by  human  error  (Gartner)  

12% Compliance  projects  

Percent  of  IT  budget  (Gartner)  

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3 |

Applying controls to drive performance

 Successful changes can support competitiveness, and failed changes waste limited IT resource and can affect customer experience.

GM has shown that consistently following well defined IT processes with the right metrics drives higher performance.

A study by the IT Process Institute identifies leading indicators of high performance :

  - Maintaining standard configurations   - Linking changes to CMDB   - Minimizing IT access to production   - Carefully controlling production changes

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Maintaining  appropriate  processes  and  controls  minimizes  the  risk  of  change  on  financial  systems.  

4 |

Improve execution by incorporating business data

 The first experience an employee has of a new employer is the onboarding experience.

 Onboarding is a complex activity spanning multiple teams to assign a cube, configure the network port and phone, setup accounts and provision a laptop.

 Incorporating HR requests into the Service Catalog allows reporting of volume and service level targets to be accurately tracked.

 With all the security breached in the news, we know it’s a good policy to maintain minimum permissions for application access.

 Over time employees require new entitlements for applications and reports – making compliance a challenge.

 Joining HR change data with IT records makes it possible to easily verify process compliance – even those that span tools and departments.

 As more and more workers become knowledge workers, the role of IT services is becoming more prominent in terms of it’s effect on employee productivity and satisfaction.

 As a result, IT services are involved in almost all employee related changes in one form or another.

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HR IT

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