South Florida HDI is continuing to expand their presence outside of South Florida with their first ever webinar, sponsored by Cherwell. Our goal is to increase contributions and knowledge to the IT professional community in Latin America and Caribbean markets. In addition, this allows us to take advantage and reach other HDI members and non-members throughout the United States. The South Florida HDI chapter has been commended for their innovation and growth within the HDI community and this is another step in our growth. Keynote Presentation by Dell's Bill Payne Session Name: IT Alignment and Value Network Metrics: A Wake-Up Call. Bill’s session will challenge IT executives to transform and elevate the way they measure, manage, and communicate the value of their IT services. By leveraging key concepts from the underleveraged ITIL service strategy area, IT alignment and value network metrics have the potential to clearly communicate business value in terms that are meaningful to the business.

1. South Florida HDI Virtual Event
South Florida HDI Chapter
April 3, 2013
www.soflahdi.com

2. Agenda
• 12:00 Meeting Kickoff
• 12:00 – 12:15 HDI News & Updates
• 12:15 – 12:45 Bill Payne – Dell Computer
• 12:45 – 12:55 Q & A
• 12:55 – 1:00 Wrap up and Raffle
$25 Amazon Gift Card
www.soflahdi.com

3. DOWNLOAD SOFTWARE SELECTION KIT
http://go.cherwell.com/free-itsm-software-selection-kit

4. HDI 2013 Conference & Expo
• April 16–19, 2013, under the lights of Las Vegas at Mandalay Bay!
• Stay on the cutting edge of industry trends, gain topic-
specific expertise, be inspired, and network with your
peers
• Even better: As HDI members (gold and above), you save
$200 on your HDI 2013 registrations! Alumni’s save an
additional $100
Register at www.HDIConference.com
www.soflahdi.com

5. Continuing Certification
• HDI certifications are globally recognized
credentials for technical support professionals
• To uphold the value that HDI certifications
provide, HDI is introducing the HDI Continuing
Certification program, which is a new set of
requirements and processes for maintaining some
HDI certifications.
• Complete details are available online:
www.ThinkHDI.com/ContinuingCertification

6. What’s coming in 2013
September 16, 2013
Malcolm Fry
Power of Quality Tour
What You Will Learn
• Balance quality, performance, and cost
• Create sensible Service Acceptance processes; service pipeline, service catalog and
service retired
• Build a quality improvement initiative
• Delegate incidents rather than escalate incidents
• Build a quality focused training plan
• Work with other key ITSM units to improve quality; Service Desk, Problem, Incident,
Change,
• Request and Asset Management
www.soflahdi.com

7. $300+
$1000+
$79 Conferences, events and
Online resources, webinars,
Research Corner, whitepapers… Training discounts
$240 Value $75
Focus Book Series and Annual
Practice and Salary Report Local Chapter Membership
$165
$100 (only for today)
Contact Tony Di Perna at membership@soflahdi.com

8. CIO Value Prop: Creating Actionable Awareness
Empowering informed decisions by sharing knowledge, relationships and experiences
Access to a substantial repository Expand your network of peers
of information, best practices, the and industry colleagues; take
latest industry trends (Yearly advantage of others
Practices & Salary) and training. perspectives and experience.
KNOWLEDGE RELATIONSHIPS
Strengthen internal team
collaboration through
HDI Buyer’s Guide, aimed at membership and participation
helping guide products and in a common organization
services to the people who
need them.
EXPERIENCES
Case Studies and timely topical
discussions delivered through
regular newsletters, meetings,
webinars and conferences.
www.soflahdi.com

9. Volunteer?
Contact Eddie Vidal at president@soflahdi.com

10. Bill Payne
Bill Payne is a results-driven IT leader with twenty-eight years
of diverse professional experience. He is an expert in the
design, delivery, and support of cost-effective IT solutions
that deliver quantifiable business benefits. His previous roles
have included data communications consulting, messaging
systems analysis, infrastructure engineering team
management, medical information systems deployment,
retail and infrastructure systems management, and IT service
management consulting.

11. IT ALIGNMENT AND VALUE NETWORK
METRICS: A WAKE UP CALL

12. Are you an IT-metrics expert?
“An expert is someone who knows more and more
about less and less until they know everything
about nothing.”
• Most of us produce metrics, some of us use
metrics.
“Things have to be used to be useful.”
• A lot of our “service delivery” metrics are not
truly meaningful to our business clients.
• Service delivery teams can champion IT
Alignment and IT Value through the structure of
their metrics

13. The Challenge
• It’s easy to fall SO HARD into the metrics-expert
trap … mostly by only measuring operational
service delivery results.
• Operational service delivery results only measure
performance against a pre-determined standard.

14. The Challenge
• The strategic challenge is to leverage your
metrics to:
– keep IT services closely aligned with business goals
– communicate business value in meaningful
business terms

15. Meeting the Challenge
• Alignment Metrics • Value Network Metrics
– Provide useful tools for keeping IT – Useful for planning and
services closely aligned with operational decision-making
business goals
– Value is generated through
– Communicate facts regarding exchange of knowledge,
service performance to indicate information, goods or Services
workload, and capacity to meet
– A Value Network is a set of
demand
relationships between
– The kinds of data analysis tools that stakeholders based on value
help keep IT services aligned with
– Value Network Metrics account
business goals fulfill one or more of
for the value delivered to or from
the following needs:
stakeholders in terms of:
• to direct action,
• Productivity
• to intervene and drive change, or
• Service Quality
• to measure, validate, or justify
• Customer Satisfaction
– expenditures,
– processes, and/or
• Service Levels
– system capabilities • Service Funding

16. Information Technology Alignment Metrics
“help keep IT services closely aligned with business goals” … “How often, how well, for how many people
or business processes, with what features and at what costs?”
Financial Management 1 IT Service (value stream) Fiscal Management
Investment Management
Capital and Expense Cost Management
APPLICATION Prioritized and Project Management
COORDINATION BOARD Sequenced Innovations
PROJECT SCORECARDS
Business-IT Alignment
“OPERATIONS
COORDINATION BOARD” Alignment, Prioritization, Resource
Planning, Scheduling
Changes Continually manage the warranty and
2.1
BRM SERVICES
ENGAGEMENT
CHANGE utility of services for support of business
OPERATIONS
CHANGE ORDERS
processes
BUSINESS
SERVICES
MANAGEMENT Planned INNOVATION Month 1 Month 2 Month 3 Month 4
Yield
PORTFOLIO MANAGEMENT
Expedited Resolution Span Innovations
KTLO Month 1 Month 2 Month 3 Month 4
Emergency New Business Value that has been
Yield
DATA QUALITY NOTES Resolution Span added
REQUESTS FOR CHANGE
1 Business Service 2 Manage for continued delivery of
associated with
Configuration Item in business benefits
Change Orders and Standard Services and Break/Fix
Service Requests
2 Default Change Orders
Problem Management Exceptions Keep The Lights On
and Customized SERVICE REQUESTS
Change Orders
SERVICE LEVEL 2 Month 1 Month 2 Month 3 Month 4 Ability to meet Operational Demand at
MANAGEMENT Yield what relative cost

2.1 Innovation or KTLO 3.1
Resolution Span
determined by change LEVEL 1 Month 1 Month 2 Month 3 Month 4 Analyze for applications at risk
Category Yield
Resolution Span
3 Incidents or Requests
for break/fix 3
standard/defined
services Labor Costs
Labor Costs
TIME TRACKING SYSTEM

3.1 Level (relative costs) 4 Costs for and relationship between the
determined by Group KTLO and Innovation services
assignment in Service KTLO Innovation
Requests PERSONNEL Enterprise Lagging indicator in support of
4 Innovation or KTLO MANAGEMENT Operations business-IT alignment and resource
labor tracked in via Commercial planning
specific labor tracking General & Administration
codes
Research & Development

17. IT Alignment Metrics
• An IT Value Stream is what the business “hired” IT to
do:
– Send and receive messages NOT “maintain MS Exchange
2010 platform”
– Facilitate customer relationship management NOT
“provide Siebel CRM version 6.2 with 99.999% uptime”
• Value streams should align with your Service Portfolio
(ITIL Service Strategy)
• Useful in a “portal” view to keep the Business / IT
alignment conversation going.
• Steal ideas from: http://www.itdashboard.gov/ - you
already paid for it!!!

18. Value Network Metrics
Stakeholders Productivity
Services or Value
Customer /
Business Unit
User
Service Customer
Service Levels Satisfaction Service
Funding Quality
Service
Provider

19. Value Network Metrics
Value Description Source Receiving
Stakeholder Stakeholder
(from) (to)
Productivity The value of IT services in terms that Customer / User Business Unit
are meaningful to the business.
Service Quality The ability of a product, service, or Service Provider Customer / End
process to provide the intended value. User
Customer The perception of a product or service Customer / User Service Provider
Satisfaction relative to expectations in the areas of
process and outcome.
Service Levels Measured and reported achievement Service Provider Business Unit
against one or more service level
targets.
Service Funding The funding for lifecycle costs of Business Unit Service Provider
owning and operating a configuration
item, or of providing a service.

20. Value Network Metrics Example
Productivity
Average Traffic
Connection Analysis by
# of VPN
Duration / Source /
Connections
Bytes Destination
Transferred System
Customer /
Business Unit
User
Customer Satisfaction
Rates
Customer
Service Levels Satisfaction
Incident &
Service Request Service
TCO Resolution
Funding Times, Uptime Quality
Data Incl. Percentage
Average
Labor Costs of Normal
Connection
vs. Dropped
Speed
Connections
Service
Provider

21. Value Network Metrics Example
Value Network Metric Description Example(s) Source
Productivity Measures that demonstrate the value of IT # of VPN Connections; Avg. duration of System Logs and Reports
services in terms that are meaningful to the connections; Avg. bytes transferred;
business. Unique users; Traffic Analysis by
Application
Service Quality The ability of a product, service, or process Avg. connection speed; Percentage of System Logs and Reports, Service
to provide the intended value. normally ended sessions versus Management System Problem
dropped connections; Uptime Tickets
Customer Satisfaction Measures of the perception of a product or Customer Satisfaction “Level” or Transactional and Periodic Surveys
service relative to expectations in the areas “Percentage”.
of process and outcome.
Service Levels Measured and reported achievement Service Level Target success rate (Avg. Service Management System
against one or more service level targets. Incident & Request Resolution Times) Incident and Request Tickets
Service Funding The lifecycle costs of owning and operating Maintenance and licensing costs, labor Financial management tools and
a configuration item, or of providing a costs, activity-based costing, etc … reports
service.
Business Value Description Example(s) Service Management Task
Context
Relationship to Trends Each Value Network Metric’s relationship Last month’s # of VPN Connections Regular Actionable Analysis
to a historical trend for the same metric versus the last 6 month’s average.
(more, less, same, etc …)
Macro Correlation to Underlying reason or event that has driven Uptick in VPN Connections trend Cross Functional IT Value
any differences in the current measure corresponding to holiday break or Intelligence
Differences to Trends versus the historical measures. business event such as regulatory
and Averages inspection preparation.

22. Value Network Metrics
• Value Network Metrics measure and portray the
tangible and intangible value of an IT service,
with a focus on the Productivity delivered to the
Business.
• Useful in planning and operational decision
making about IT value streams.
• Of particular value to the Product Manager role,
and therefore also the Business Relationship
Manager role (ITIL Service Strategy).

23. Challenge Re-stated – A Call to Action
• Integrate your Portfolio Management and
Financial Management services with your
alignment and value metrics.
Things have to be used to be useful.
• Build an IT Alignment portal and use it keep the
Business / IT alignment conversation going
• Cross-link your metrics into Value Networks and
use the results for planning and operational
decision-making about IT value streams

24. IT Alignment and Value Network
Metrics: A Wake Up Call
Thank you for attending this session. Don’t
forget to complete an evaluation form!

25. Volunteer?
Contact Eddie Vidal at president@soflahdi.com

26. Please Join our Social Media Sites
56 Fans 178 Members 2800 Emails
65 Members 227 Followers 882 Contacts
https://www.facebook.com/soflahdi @HDI_So_Florida

27. Wrap Up
• Raffle Winner of a $25 gift card is…
– John Baldwin from Barry University
• Next Meeting May 2, 2013 at 5 PM
• IT Support Services: Mobility Creates
Transparency and Increases Business Value
– Matt Neigh - Cherwell Software’s technology evangelist
• Please complete our Survey