Category Archives: Metrics and Process Improvement

Infrastructure Engineering – Leveraging a Technology Plan

Our recent post discussed using the Infrastructure Engineering Lifecycle (IELC) to enable organizations to build a modern, efficient and robust technology infrastructure. One of the key expressions that both leverages and IELC approach and helps an infrastructure team properly plan … Continue reading

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Improving Vendor Performance

As we discussed in our previous post on the inefficient technology marketplace, the typical IT shop spends 60% or more of its budget on external vendors – buying hardware, software, and services. Often, once the contract has been negotiated, signed, … Continue reading

Posted in Best Practices, Efficiency and Cost Reduction, Metrics and Process Improvement, Procurement | Tagged , , | 4 Comments

IT Service Desk: Turning around a ‘helpless’ desk

In one of our earliest posts on service desks, I mentioned how an inherited service desk had delivered such poor service that it was referred to by users as the ‘Helpless Desk’ rather than the Help Desk. With that in mind, … Continue reading

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Using Performance Metric Trajectories to Achieve 1st Quartile Performance

I hope you enjoyed the Easter weekend. I have teamed up today with Chris Collins, a senior IT Finance manager and former colleague. Our final post on metrics is on unit costing — on which Chris has been invaluable with … Continue reading

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Tying Consumption to Cost: Allocation Best Practices

In 1968, Garrett Hardin wrote about the over-exploitation of common resources in an essay titled the “The Tragedy of the Commons“. While Garrett wrote about the overexploitation of common pastureland where individual herders overused and diminished common pasture, there can … Continue reading

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Evolving Metrics to Match Your Team’s Maturity

We have covered quite a bit of ground with previous posts on IT metrics but we have some important additions to the topic. The first, that we will cover today, is how to evolve your metrics to match your team’s … Continue reading

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Metrics Roundup: Key Techniques and References

As an IT leader either of a function or of a large IT team with multiple functions, what is the emphasis you should place on metrics and how are you able to leverage them to attain improvement and achieve more … Continue reading

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A Scientific Approach to IT Metrics

In order to achieve a world class or first quartile performance, it is critical to take a ‘scientific’ approach to IT metrics. Many shops remain rooted in ‘craft’ approaches to IT where techniques and processes are applied in an ad … Continue reading

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IT Service Desk: Building a Responsive and Effective Desk

This is the 4th in a series of posts on best practices in the IT Service Desk arena. To catch the previous material, you can check out the first post or you can read through the best practice reference pages … Continue reading

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When to Benchmark and How to Leverage the Results

Benchmarking is an important tool for management and yet frequently I have found most organizations do not take advantage of it. There seem to be three camps when it comes to benchmarking: those who either don’t have the time or … Continue reading

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