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"If you can't measure it, you can't improve it." Peter Drucker, Management Consultant, Educator and Author

If you can't measure it, you can't improve it. Q3 OpReview_Limited.pdf · 2019-02-21 · confirms fix, alert clears, and was resolved within 4 hours Evaluate Information in the incident

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Page 1: If you can't measure it, you can't improve it. Q3 OpReview_Limited.pdf · 2019-02-21 · confirms fix, alert clears, and was resolved within 4 hours Evaluate Information in the incident

"If you can't measure it, you can't improve it."

Peter Drucker, Management Consultant, Educator and Author

Page 2: If you can't measure it, you can't improve it. Q3 OpReview_Limited.pdf · 2019-02-21 · confirms fix, alert clears, and was resolved within 4 hours Evaluate Information in the incident

Customer Satisfaction

“Customer service shouldn’t just be a department, it should be the entire company.” ~ Tony Hsieh, CEO of Zappos.

Page 3: If you can't measure it, you can't improve it. Q3 OpReview_Limited.pdf · 2019-02-21 · confirms fix, alert clears, and was resolved within 4 hours Evaluate Information in the incident

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%

Page 4: If you can't measure it, you can't improve it. Q3 OpReview_Limited.pdf · 2019-02-21 · confirms fix, alert clears, and was resolved within 4 hours Evaluate Information in the incident

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.

Page 5: If you can't measure it, you can't improve it. Q3 OpReview_Limited.pdf · 2019-02-21 · confirms fix, alert clears, and was resolved within 4 hours Evaluate Information in the incident

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

Page 6: If you can't measure it, you can't improve it. Q3 OpReview_Limited.pdf · 2019-02-21 · confirms fix, alert clears, and was resolved within 4 hours Evaluate Information in the incident

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

Page 7: If you can't measure it, you can't improve it. Q3 OpReview_Limited.pdf · 2019-02-21 · confirms fix, alert clears, and was resolved within 4 hours Evaluate Information in the incident

7

Top 10 Incident Generating ServicesCurrent

BYU Learning Suite

TEC Room

Email

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:

Page 8: If you can't measure it, you can't improve it. Q3 OpReview_Limited.pdf · 2019-02-21 · confirms fix, alert clears, and was resolved within 4 hours Evaluate Information in the incident

8

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

Page 9: If you can't measure it, you can't improve it. Q3 OpReview_Limited.pdf · 2019-02-21 · confirms fix, alert clears, and was resolved within 4 hours Evaluate Information in the incident

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

Page 10: If you can't measure it, you can't improve it. Q3 OpReview_Limited.pdf · 2019-02-21 · confirms fix, alert clears, and was resolved within 4 hours Evaluate Information in the incident

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

Page 11: If you can't measure it, you can't improve it. Q3 OpReview_Limited.pdf · 2019-02-21 · confirms fix, alert clears, and was resolved within 4 hours Evaluate Information in the incident

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

Page 12: If you can't measure it, you can't improve it. Q3 OpReview_Limited.pdf · 2019-02-21 · confirms fix, alert clears, and was resolved within 4 hours Evaluate Information in the incident

12

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

Page 13: If you can't measure it, you can't improve it. Q3 OpReview_Limited.pdf · 2019-02-21 · confirms fix, alert clears, and was resolved within 4 hours Evaluate Information in the incident

13

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)

Page 14: If you can't measure it, you can't improve it. Q3 OpReview_Limited.pdf · 2019-02-21 · confirms fix, alert clears, and was resolved within 4 hours Evaluate Information in the incident

14

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

Page 15: If you can't measure it, you can't improve it. Q3 OpReview_Limited.pdf · 2019-02-21 · confirms fix, alert clears, and was resolved within 4 hours Evaluate Information in the incident

15

Where We Are

ITSM CMDB Maturity Model

Page 16: If you can't measure it, you can't improve it. Q3 OpReview_Limited.pdf · 2019-02-21 · confirms fix, alert clears, and was resolved within 4 hours Evaluate Information in the incident

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

Page 17: If you can't measure it, you can't improve it. Q3 OpReview_Limited.pdf · 2019-02-21 · confirms fix, alert clears, and was resolved within 4 hours Evaluate Information in the incident

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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

Page 18: If you can't measure it, you can't improve it. Q3 OpReview_Limited.pdf · 2019-02-21 · confirms fix, alert clears, and was resolved within 4 hours Evaluate Information in the incident

Projects

The teams that create our customers’ solutions and help keep campus operational.

Page 19: If you can't measure it, you can't improve it. Q3 OpReview_Limited.pdf · 2019-02-21 · confirms fix, alert clears, and was resolved within 4 hours Evaluate Information in the incident

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