Manage my business Information Technology Dashboard

Manage my business | Information Technology Dashboard

Information Technology Dashboard: Where and how does IT drive business value? How are IT assets optimized for greatest ROA? IT: Pathfinder to better performance.

CONTEXT & CHALLENGES

In addition to having to face the many challenges involved in infrastructure management (management of IT equipment, management and updating of networks, added value of equipment and software used, staff training), a company’s IT department must also provide access to today’s world of digital marketing and mobility. Cloud computing makes mobility easier with increased flexibility, and opens the door to the optimization of digital marketing through analytics.

The role of the IT department is therefore to integrate changes in the IT sector in a medium and long-term vision of the company, in order to provide enhanced communication. At each stage, and for each piece of communication or product development software, the IT department must make sound choices, while continuously taking into account the cost-efficiency ratio. In short, it must always be able to answer the following two questions: Where and how does the IT department generate value for the company? How are IT assets being managed?

Answering these two questions involves both a forward-looking and global vision of the company and its markets, as well as real-time analysis of the details of each indicator. An IT dashboard is therefore hugely important to simultaneously meet these two challenges.

INFORMATION TECHNOLOGY GOALS AND OBJECTIVES

IT Strategy & Management

  • Support organization strategy
  • Integrate and align IT and business goals
  • Demonstrate the business value of IT
  • Demonstrate appropriate IT governance
  • Measure IT organization effectiveness and efficiency
  • Manage constant business and IT change

Integration & Access

  • Plan and deliver integrated information services to enable customers to access the information they need, when and where they need it
  • Provide simple, universal access to information and services for all staff and authorized partners

Service Delivery

  • Meet or exceed customer requirements for technology service delivery
  • Obtain feedback from users on satisfaction levels and desired new services and implement changes accordingly
  • Maintain current technology hardware, software and network infrastructure

Service Management

  • Define and maintain Service Level Agreement
  • Provide effective support services via Service Desk
  • Monitor and improve the provided service

Improve & Streamline

  • Leverage existing, emerging, and innovative technologies to enhance, improve, and streamline business processes
  • Evaluate business processes and identify efficiencies that could be gained by leveraging the use of existing or emerging technologies
  • Implement an organization-wide planning, selection, and tracking methodology for technology initiatives and managing the project portfolio
  • Leverage partnership relationships to identify emerging and mainstream technologies.

Privacy & Security

  • Ensure the privacy, integrity, reliability and appropriate use of information resources
  • Evaluate and maintain the existing security program and services to align with best practices or new/pending legislation
  • Evaluate and implement security technologies to ensure the privacy and integrity of information resources
  • Evaluate and implement technologies that ensure availability of information resources
  • Enhance security awareness program for the organization

SOLUTIONS

As is the case elsewhere, it is important to monitor the area of IT in order to save time, reduce costs and increase efficiency. The fully customizable IT dashboard does just that. It can offer a simple view of complex elements, as well as a global and detailed view, according to the selected parameters:

  • Keep a permanent record of your IT cost-revenue ratio by monitoring the main data related to technology projects

  • Provide an easy to understand framework for measuring and tracking metric that reveal IT performance

  • Provide a cummunication tool to share deparment objectives and achievement

  • Collects and integrates real-time disparate data to create a unified proactive monitoring system,providing at-a-glance insights into current data available on network availability, IT security, web activity, applications development and utilization

  • Find out how well does IT provide and sustain key data services (accessibility, security, disaster recovery, technical support, collaboration, etc.)

  • Measure employee satisfaction and determine what are the areas to improve

  • Recommend performance-improvement actions by identifying strengths and weaknesses in the Service Desk

  • Help maintain the highest possible levels of availability and performance for IT services

  • Monitor major information technology projects and keep track of the IT Cost/Revenue

INFORMATION TECHNOLOGY KPIS

Key Performance Indicators are used to measure the realized progress towards a strategic objective.
For an Information Technology dashboard, here is a sample list of KPIs Lintao recommends (non exhaustive list):

  • IT Users (#, %)

  • IT Staff (#)

  • IT Costs (€)

  • IT External Staff Costs (€)

  • Application Availability (%)

  • Project Risks

  • Project Priority

  • Project Budget

  • Project Completion (%)

  • Project Lead Time

  • External/Internal Resources Days

  • Projects (#)

  • Recurring Costs (€)

  • SLA Performance

  • IT Vendor Daily Rate

  • Compliance Completion (%)

  • Call Center Performance

  • Incidents (#)

  • # fixed bugs

  • # incidents per PC

  • Mean time to repair

  • # number of incidents caused by inadequate capacity

  • # maximum memory usage

  • Costs per byte

  • Connections per customer

  • … or your own Information Technology KPIs

INFORMATION TECHNOLOGY ANALYTICAL AXES

The axes of analysis represent the elements by which you want to segment your observable information (such a KPIs) to understand the rationales behind a given performance. Also called ‘dimensions’.
For an Information Technology dashboard, Lintao identifies the following axes of analysis (non exhaustive list):

  • Time

  • Organization

  • Project

  • Strategic intent

  • Process

  • Customer

  • Manager

  • Milestone

  • … or your own Information Technology analysis axes

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Some references of Information Technology Dashboards