How to Connect Data to Meaningful and Measurable Results - Slide 6

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Your objective is to create a model that allows you to iteratively dig deeper to understand the corrective action that is required. To follow this line of thinking, some of our metrics will be indicator metrics (such as Response Target Breach Rate). They will indicate a potential cause and are really sign posts. You will normally not be able to do too much to directly impact these Indicator metrics, so they should always be correlated to diagnostic metrics.

Diagnostic metrics are those that enable you to take some direct action. Too many incidents are being categorized incorrectly?  You can simplify the categorization schema, introduce some new training, add an audit step, etc. Whatever it is, by taking that corrective and proactive action, you will be able to impact all of the upstream, correlated metrics 

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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