[Norv Clontz]

We have a Valuation process that we run every project/product/POC thru. As much as possible we seek to quantify the value in terms of $, which value could be revenue generated, avoided costs, or O&M savings.  [There are of course some other benefits that do not fit so well, such as safety improvement, customer satisfaction enhancement, strategic value, SAIDI reduction, etc., which we document for the record.] 

We calculate these and the relevant product owner and financial manager review and approve them to ensure we haven’t just made up fantasy numbers.  The cumulative figures are part of our group’s annual goals and our % achievement of these goals affects our incentive payout.

——————————
Norv Clontz
Director, Data Science Innovation
Duke Energy
Charlotte NC
9803732380
——————————
——————————————-
Original Message:
Sent: 09-30-2021 12:06
From: Ben Ettlinger
Subject: What Metrics Are You Measuring Within Your Technology Areas?

This has great value to the business. Our IT Help Desk metrics really helped our Help Desk from getting out from behind the 8 ball. They allow you to address what the most common issues are and permit management to strategically address them. This ends up in reducing help desk tickets. The metrics can cut down the calls to broken mouse or password issues, which we found now to be the most common calls.

 

Instead of increasing Help Desk staff metrics allows staff to address other issues.

 

Project management metrics as well allow you to better manage projects and see where the issues really are.

 

The main issue with all of this is that dirty four letter word. DIRTY DATA. Ticket and project metric data have to be entered in a way that the data is consumable to create the analytics required. Many ticket applications and project management software package rely on free text fields. It also takes training of your own staff to enter data property. This all-spells good data governance.

 

Ben

 

Ben Ettlinger

IT Data Analytics Architect

123 Main St.

White Plains, NY 10601

914-681-6496 | Ben.Ettlinger@nypa.gov

http://www.nypa.gov

 

Original Message:
Sent: 9/29/2021 1:50:00 PM
From: Travis Metcalfe
Subject: RE: What Metrics Are You Measuring Within Your Technology Areas?

I like this topic Steve and am also curious how to approach reflecting specific metrics that demonstrate value to the business.

I have been a part of a couple conversations in our organization where we talked about it at a high level. I know our Service Desk has a few metrics that they are using to reflect their value, such as number of tickets opened and closed as well as status of our IT projects being managed. However, I am not sure how valuable having that information available translates into something of value for the business. I would be interested in learning more about how others are thinking about this as well.

——————————
Travis Metcalfe
Strategy, Innovation, and Engagement Manager
Tacoma Power
Tacoma WA
2535028149
——————————

Original Message:
Sent: 09-17-2021 08:57
From: Steve Pinta
Subject: What Metrics Are You Measuring Within Your Technology Areas?

I’m looking for input on specific metrics you look at within IT (I’m interested in any area, or IT as a whole).

How are you capturing the value of IT to the Business?  Running the IT business?  Other measurements?
Are you looking at Internal Customer Satisfaction & Service Levels … keeping patching up to date … one call resolution … employee satisfaction …etc.?  What else?

Thanks in advance for any input!

——————————
Steve Pinta
Data Analytics Analyst, Specialist
Southern Company
——————————

[Steve Pinta]

Thank you everyone for your feedback & insights provided so far.

@Travis I see Service Desk tickets as a common theme, and that’s something I’m currently measuring (from the perspective of whether we met our SLA / SLE, as well as Customer Satisfaction with regard to those tickets).  I also look at unplanned outage minutes, root cause & preventative actions for the future.  And previously I measured cell service usage (minutes, data, text) but no longer do, as we have a new process that adjusts individual plans for most cost effective billing, based on actual usage heading into the last billing day of a given month (for each line of service).

@Ben​​ I like the idea on Project Management related metrics, this could be a good way to tie into the financial analysis I work on.  Thanks for the idea, gives me another area to explore what might add value.

@Norv similar to the PM metrics Ben mentioned, I like the concept you explained and I’m also interested in pursuing this further tying back to our overall financials.

Again, I appreciate everyone who has contributed so far and welcome any other input we can all share.​

——————————
Steve Pinta
Data Analytics Analyst, Specialist
Southern Company
——————————
——————————————-
Original Message:
Sent: 09-17-2021 08:57
From: Steve Pinta
Subject: What Metrics Are You Measuring Within Your Technology Areas?

I’m looking for input on specific metrics you look at within IT (I’m interested in any area, or IT as a whole).

How are you capturing the value of IT to the Business?  Running the IT business?  Other measurements?
Are you looking at Internal Customer Satisfaction & Service Levels … keeping patching up to date … one call resolution … employee satisfaction …etc.?  What else?

Thanks in advance for any input!

——————————
Steve Pinta
Data Analytics Analyst, Specialist
Southern Company
——————————