How to Connect Data to Meaningful and Measurable Results - Slide 2

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If you think about how you make decisions in your day-to-day life, you almost never use a single data point to make a decision. Something as simple as choosing a restaurant involves a large number of data points, including guest preferences and style, type of food, average entrée price, location, reviews from previous guests and attire - casual, trendy, dressy, etc.

When it comes to IT operational decisions, IT organizations routinely make decisions with only a single or very limited set of data points. This is particularly true when it comes to process-based metrics. You may look at Mean Time to Restore Service (MTRS) and evaluate if it's trending up or down. And if it's going in the "wrong direction," you may tell someone to fix it. But this almost inevitably leads to bad decisions or misdirection because MTRS, by itself, does not provide enough context to understand the true cause or the corrective action that is required.

According to Charles Araujo, president and managing consultant of CastlePointe, your IT organization has a problem, and you don't even know it.

He explains that you're collecting data and probably think that you have everything you need. But you likely have trouble connecting that data with any action that had a meaningful and measurable impact on the results your organization delivers. That's because what you have is data. But what you really need is information that enables action.

The primary focus of any IT service management or IT transformation effort is to improve service delivery and operational efficiency in order to deliver the appropriate level of service in the most cost-effective manner possible. To do that, you must be able to measure your performance in a way that enables you to monitor your effectiveness and take the corrective actions necessary to move you toward your goal.

The problem is that most IT organizations collect reams of technical data, but have trouble converting that data into meaningful, results-driven action. The primary flaw is in the data itself. In most cases, how it's collected and reported makes it almost impossible to take action.

In this slideshow, Araujo highlights the benefits of building an IT Metrics Correlation Model to gain the full value of the data being collected.

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Related Topics : Application Security, IT Process Management, Six Sigma

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