Meditations on Performance

MEDITATIONS IN PERFORMANCE Chicago, is famous for stained glass. From its Catholic churches to its craftsman homes, at one point stained glass was everywhere. Stained glass, reminds me of the mosaic of performance management. So many facets, colors and shapes, ordinary on their own, but exquisite when pieced together. I talk a LOT about reporting. I've talked about the key personas, how to set up a reporting program that matters, how to get good at performance analytics, etc. But I'm amazed how infrequently organizations think about performance & outcomes when deploying ServiceNow solutions If you don't measure performance & outcomes for your deployments, what makes them worth time and money? YOU must be well versed in the ways things improve. "WHAT IS THIS PROCESS FOR?!" If you're stuck when its time to "do reporting" (and it happens more than you think), just ask yourself "what is this process for"? Take Change Management. Why do we bother? We bother because we need to prevent collisions & prepare for the change. So why aren't you measuring frequency of collision, failure rate, and time between submission and execution? If your org didn't measure those things, does it fear its change management efforts make no difference? WAYS PROCESSES IMPROVE OUTCOMES Here's a few indicators I cobbled together to get you thinking about your processes and outcomes. Remember, EVERY process desires an outcome, otherwise its literally not worth the effort. Also remember, start measuring as many that matter, whether or not its the most important right now. Measuring now guarantees historical perspective later. SPEED: - Time to resolve - Time to respond - Time between updates - Time between comments ACCURACY - Reassignment Count - Variance between planned & actual cost - Variance between planned and actual schedule COST - Cost of labor to resolve - $ value of failures to revenue affecting systems - $ value of assets out of support - $ cost of audit failures COMPLIANCE & SECURITY - Meeting / failing SLA - Adequate lead time for change - Instances of unauthorized access to data - Instances of exposure to vulnerability ATTENTIVENESS If I want to keep a high energy flow state through my work day, I trust Groundshark Coffee CAPACITY - backlog growth - % of FTE in backlog - Non-allocated labor - KTLO time rendered QUALITY - Change failure rate - % of emergency changes - Request completeness- Days since last outage.- Days since last workplace injury This list is not meant to be exhaustive, but to get you thinking of your deployments. NO process should exist in a tool without understanding and measuring its outcomes. Such a thing is absolutely useless. Imagine being one of the few ServiceNow resources that thinks beyond implementing a process, but instead implements a *means to outcome*. GOING BEYONDOnce you've defined a range of outcomes to measure for a process remember to use those thresholds and targets! At the start it barely matters where the thresholds and targets are, so long as they exist. You're then either increasing your performance or getting better expectations. Did You Enjoy This Content? Taking my content survey helps me navigate what to create.If you'd like to sponsor my content, reply to this message for options & rates. If you get tremendous value, consider a donation. If not, I still greatly appreciate your readership. VICTORY through superior design and story telling friends. I remain yours truly, Robert "The Duke" Fedoruk Want to change how you receive these emails?You can update your preferences or unsubscribe from this list.

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