Every organization faces significant challenges in an economic downturn.
Reducing IT costs is usually one of the first considerations. However, it is critically important to review the organization’s KPIs to prevent longterm and infrastructure damages with short-term financial gains. The key to this is demonstrating IT value over IT expense .
Link Alander,
Associate Vice Chancellor,
Technology Services
Shah Ardalan,
Vice Chancellor Technology Services,
CIO
Office of Technology Services

Presentation Overview
 Introduction

Lone Star College System

Office of Technology Services

Challenges
 Key Performance Indicators


Internal and External
Measuring

Rethinking what we measure
 Executive Reporting

Don’t forget your customers

Is Service Delivery Slipping?
 Keys to Our Success

Planning, Measuring and Reporting
 Questions and Answers
Problem Statement
• How many are of you are facing budget cuts?
•
As an institution
• As a department
• How many of you have a hiring freeze right now?
• Official
• Unofficial
• Does your organization feel that IT is draining resources and not providing value to the organization?
• Are you a business partner?
Lone Star College System - Office of Technology Services

LSC-University
Park
Lone Star College System
Lone Star College System
• 75,000 + students
• 5-8 % avg. growth per year
(15% in 2009)
• 5 Colleges
• LSC-CyFair
• LSC-Kingwood
• LSC-North Harris
• LSC-Montgomery
• LSC-Tomball
• LSC-University Center
• LSC-University Park
• 9 Educational Outreach
Centers
• 5,000 Employees
Expanding our facilities
• 21 new buildings
Lone Star College System - Office of Technology Services

Office of Technology Services
• Restructured May of 2008
•
6 entities into 1
• 140 staff members
• Supported Systems
•
12,000+ desktop systems
•
4,800+ network devices
•
475+ file servers
• 30 Major Technology Initiatives
IT Governance
Formal Governance
Structure
Strategic Plan for IT
Guiding Principles
Customer Satisfaction
5-Nines Service Delivery
Enterprise Standards
Key Performance Indicators
• Financial
•
Operational
• Strategic
Open Executive Reporting
Lone Star College System - Office of Technology Services

Times are Tough!
Early Trends in Technology
Budgets for 2009-10
The impact on IT spending of the unprecedented deterioration in global economic conditions is becoming clearer. In our 1Q09 forecast update,
Gartner's most likely forecast for global IT spending in 2009 has been revised down to
-3.8% annual growth in U.S. dollar terms.
April, 2009
Budget Trends – Higher Education
• Planning cuts of 5 to 15 percent for FY09-10
• Many are administering mid year cuts
January, 2009
• Sentiment was budget cuts would be deep and long lasting
Lone Star College System - Office of Technology Services

Our Approach and Challenges
Challenge
Prior to 2008 – IT was not seen as a business partner
Goal
Increase Accountability, IT
Maturity, Show Value and become a Business Partner
At what point do you add value to the organization?
Monitor and Track Performance
• It doesn’t have to be complex
• Assign tracking responsibility
IT Maturity Model and Assessment
Report Progress
• Meaningful Information to our Executives and Board of Trustees
• Provide Continuous Improvement
Lone Star College System - Office of Technology Services

Key Performance Indicators
 Don’t over estimate your capabilities

Align with your Strategic Plan
Once an organization has analyzed its mission, identified all its stakeholders, and defined its goals, it needs a way to measure progress toward those goals.
 Traditional KPIs

Financial


Operational
Strategic
 External and Internal - KPIs


Assign Responsibility
Report Regularly
Key Performance Indicators are those measurements.
“If you don’t measure it, you can’t manage it”
“If you don’t measure it, you can’t improve it”
“If you don’t measure it, you probably don’t care”
“If you can’t influence it, then don’t measure it”
Randy A Steinberg
 Rethink (remix) your KPIs

Show Value to the Organization and our Taxpayers
Lone Star College System - Office of Technology Services

External KPIs - Traditional
Why external and internal KPIs
 Aligned with Goals
 Simplified and targeted
 Strategic in nature
 Manage expectations
Document your KPIs
 What are you measuring?
 Why are you measuring?
 How are you measuring?
Lone Star College System - Office of Technology Services

IT Service Management –
Measuring Availability
Critical Factors – Documented Practices
Measuring Service Availability
Total Service Uptime
(Total Minutes – Planned Downtime)
Measuring Service Impact
(Total Service Users – Impacted Users)
Total Service Users
Example:
30 minute network outage at a remote campus that impact 3,000 students, faculty and staff. All other locations were not impacted.
Recorded system service availability is:
Location X = 44,370/(44,640-240) = 99.90%
Impact = 55,000-3,000/55,000 = 5.45%
System availability = Total availability by Site
Weighted.
Any impact greater then 10% is considered a total loss of service.
Lone Star College System - Office of Technology Services

Measuring Change and Problem Management
Change Management

Change success rate




Emergency change rate
Change efficiency rate
Change incident rate
Change reschedule rate
Problem Management
- Number of major problems
- Number of repeat incidents
- Total labor hours spent on problems
Lone Star College System - Office of Technology Services

Internal KPIs
Benefits of Internal
KPIs
 Measure More!
 Higher Standards
 Establishes who is accountable
Same Principles Apply
 Define the KPI
 Goals
 Reporting
OTS -Operational KPIs
Service Availability
Services with a KPI of 99.9 %
Network
VoIP
Email
Internal mail
Inbound mail
Web Access
Active Directory
Directory availability/replication
Internal DNS
External DNS
SharePoint Services
Service Availability
Services with a KPI of 99 %
Student Email (hosted)
Internal mail
Inbound mail
Web (hosted)
External Services
Internal Services
ERP
Primary access - GUI
My Records
SOAP
Course Management System (hosted)
Automated Library Services
Horizon Library Services
HCPL services
March
Availability
%
100.00%
100.00%
99.99%
100.00%
Outages in minutes
3
2
1 100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
Availability
%
100.00%
100.00%
Outages in minutes
100.00%
99.72%
99.72%
100.00%
100.00%
127
127
100.00%
100.00%
100.00%
99.96%
91.67%
91.67%
100.00%
18
3,720
3720
April
Availability
%
99.84%
100.00%
99.78%
99.91%
99.87%
100.00%
99.87%
100.00%
99.87%
100.00%
100.00%
Outages in minutes
70
100
40
60
60
60
Availability
%
100.00%
100.00%
100.00%
99.91%
99.91%
100.00%
99.94%
99.94%
100.00%
100.00%
99.93%
99.83%
100.00%
99.83%
Outages in minutes
42
42
25
25
32
75
75
May
Availability Outages
% in minutes
100.00%
100.00%
99.84%
99.84%
73
73
1.0
2.0
3.0
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
Availability Outages
% in minutes
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
98.90% 489
100.00%
98.94%
99.96%
99.63%
99.97%
100.00%
99.97%
473
16
165 4.0
15
15
Lone Star College System - Office of Technology Services

Rethinking (REMIX) your KPIs
What are Risk Performance Indicators?

Patch Management


Antivirus definitions
Backup system performance
Relative KPI’s
 Patch management compliance %
 Antivirus compliance %
 Backup system performance
Why measure Risk Performance
Indicators?

To make sure they are being watched
 Backup system tests

External Security
Assessments
Should I report these?

Yes

To senior IT leadership
 To process owners responsible
Lone Star College System - Office of Technology Services

Rethinking (REMIX) your KPIs
Measure Technology Initiatives that add value
 Long term vs. short term projects
 Establish KPIs (project and future) from the start
 Examples



Green IT

Implement and measure a green standard for all IT systems
 Goal – Reduce energy consumption by 50 % within
3 years
Risk Reduction using Automation
 Implement desktop management systems to improve customer satisfaction, patch and security management
Administrative Cost Reduction

Review organizational and cost structures shift expenses to operational support when possible
Relative KPI’s
 % of systems with
Entergy Star 5 Rating
 % of systems with advanced power management

% reduction of energy costs
 Desktops
 Datacenter

% of call resolutions resolved with automation
 % of administrative costs by fiscal year or quarter
Lone Star College System - Office of Technology Services

Watch the Bottom Line!
Is Service Delivery Slipping?
 Traditional – Customer
Satisfaction Survey’s


Work order completion surveys
Call center metrics
Service Desk
New Incidents
9,184
Closed Incidents
6,612
First Call Resolution
Customer Rating
72.5%
4.3 (5.0)
Abandon Rate
25,00%
20,00%
15,00%
21,19%
10,00%
5,00%
0,00%
5,26%
8,14%
6,67%
5,15%
3,02%2,17% янв.09 фев.09 мар.09 апр.09 май.09 июн.09 июл.09
0:02:53
0:02:10
0:01:26
0:00:43
0:00:00
Average Speed to Answer
(Minutes /seconds)
0:02:29
0:00:280:00:34
0:00:400:00:42
0:00:21
0:00:36
Lone Star College System - Office of Technology Services

Watch the Bottom Line!
Is Service Delivery Slipping?
 Non Traditional (Perception)

Semiannual survey – faculty and students

Open forums


Small target group sessions
Technology advisory councils
Continuing economic hardships require many IT operations organizations to assess their core competencies and the costs of service delivery.
May, 2009
Lone Star College System - Office of Technology Services

Reporting
While KPIs add value to your operation they don’t add value to the organization unless you regularly report them.
 Monthly Executive Overview Report

Keep it simple (Geek-less meaningful communication)

Report KPIs

Highlight items that have value
 Customer Newsletter


Open forums
Faculty and Staff updates


Tips and tricks

Ways to reduce calls by expanding knowledge
 Student Welcome Back Event
Event and newsletter for students
Lone Star College System - Office of Technology Services

Keys to our Success
1) Planning

IT Governance



Alignment with Institutions Strategic Plan
Technology Plan – Strategic and Tactical
Communication & Branding Plans
2) Measuring



External and Internal KPIs
Monitoring Service Delivery and Customer Satisfaction
Monitoring Perception of Technology Services
3) Reporting



Executive Reporting
Customer Newsletters (Students, Faculty and Staff)
Technology Advisory Councils
Lone Star College System - Office of Technology Services

Rewards
By implementing simple KPIs, remixing KPIs to show value and constant reporting. The LSCS Office of Technology
Services has not faced the significant challenges that other Higher Education IT organizations are facing.
New Resources
 5.7 million was allocated system-wide for special project funding
 OTS received 2.9 million
Lone Star College System - Office of Technology Services

Presentation Resources
Link Alander,
Associate Vice Chancellor,
Technology Services
Gartner Reports
G00154802
G00165225
G00159978
EduCause
ECAR – Managing the
Funding Gap
Shah Ardalan,
Vice Chancellor Technology Services,
CIO
Measuring ITIL
- Randy A Steinberg
Office of Technology Services