Integrated IT Performance Management FRAMEWORK IPMFIT A ResultsDriven

Integrated IT Performance Management FRAMEWORK (IPMF-IT)™ ”A Results-Driven Measurement and Accountability Model” “Evidence-Based decision making using predictive analytics” Presented by: Ken Bainey KBAINEY Professional IT Services Alberta, CANADA AT DAMA 2015 Edmonton Conference Edmonton, Alberta, Canada All rights reserved. ® KBAINEY Professional grants the rights to reproduce materials only if Ken Bainey is identified as the authoritative source. 1

Performance Management/Predictive Analytics Performance means to perform and account for results. Accountability means effectiveness/efficiencies of services using quality/quantity of management to change/improve services. Organizational performance is what you do with the information you’ve developed from measuring performance. Performance management means using performance measurement information to manage resources-people, process, information, technology/materials and financials. Predictive Analytics means using performance measurement dashboard to generate reports and performance analytics for evidence-based decision making and improvement actions.

Objectives of IPMF-IT ™ Presentation -To present “ A Results-Driven Measurement and Accountability Framework” using modern performance management decision making skills and predictive analytics -To show the integration of Performance Management processes with IT Operational Management and Strategic Management using IT Performance Management Dashboard -To demonstrate practical implementations of this Model. Based approach to managing, measuring and delivering IT Services

Objectives of IPMF-IT Presentation -To highlight the leadership skills, business process acumen and technology savvy knowledge, for the first IT Performance Management Body of Knowledge (PEBOK-IT) -To present Transformational Change to PEBOK using 4 Ps. People, Politics, Process and Performance -To demonstrate how IPMF-IT Framework align with Industry Best Practices.

Integrated IT Performance Management Framework (IPMF-IT) Conceptual Model Strategic Management IT Operational Management Performance Management

Kaplan & Norton Balanced Scorecard (BSC)

IPMF-IT Results Breakdown Structure (RBS)

Integration with IT SDLC

Strategic Directives- Executive Leadership

Strategic Directives-Performance Measures

Performance Measurement System-Analytics

Performance Measurement System-Results

A Discussion of issues in Managing, Measuring and Monitoring IT Services, Including, . . Accountability for Results Performance Improvement (Sustainability) Transparency Strategic Value Change Redundant and Management Integration Duplicated Efforts Take a moment and think – what’s the impact?

Let’s Start With A Few Stories Accountability or Results Lack of key outcomes, measures, metrics and indicators Lack of reward and recognition for performance improvements Activity-based not outcomes-based or results-driven culture Transparency Complex dashboards and benchmarking tools Lack of trust and credibility (secrecy style leadership) Lack of effective feedback and follow-up Change Management Lack of understanding and communications of transformational change Lack of clear vision of desired outcomes or disagreements on what is important Lack of transformational change leadership

Let’s Start With A Few More Stories Performance Improvement (Sustainability) Performance measures for decision making lacks trust and credibility Lack of consistent and integrated performance improvement strategies and plans Inconsistent understanding of measurable targets and interpretation of results Strategic Value Integration No alignment of performance measures to strategic and operational goals Poor communications of how IT delivers business value Lack of adequate performance reporting for IT delivery Redundant and Duplicated Efforts Measuring resources and activities utilizations rather than measuring outcomes and results Unclear accountabilities and responsibilities Inconsistent use of tools, techniques and processes

Accountability for Results l. Integrated IT Performance Management üIPMF-IT Component Model Solution üFinancial Accountability Performance Model

IPMF-IT Component Model

IT Strategic Directives Performance Model

Financial Accountability Performance Model

Transparency l. Integrated IT Performance Management üPMS Solution üPerformance Measurement Dashboard -PPM Solution

Performance Management Structure (PMS)

PMS Hierarchy

Strategic Directives-Project Portfolio Management

PPM Strategic Directives-Performance Measures

PMS Implementation-Dashboard

PMS Implementation-Dashboard

PMS Implementation-Dashboard

PMS Implementation-Dashboard

PMS Implementation-Dashboard

PMS Implementation-Dashboard

PMS Implementation-Dashboard

PBS Implementation-Dashboard

PMS Implementation-Management Skills

Change Management l. Integrated IT Performance Management üModern Change Management Model Solution -4 Ps

Change Management-Modern

Transforming Performance Management ORGANIZATIONAL CULTURE-PEOPLE § Endorses accountability for results, integrity, ethics, follow-up and feedback § Measuring impact and successes/failures of decisionmaking and Governance structure performance § Transform from command control structure to more collaborative structure of decision-making § Traditional performance management-reward for few, punishment for many and search for guilty; Measurement for purpose of improvement rather than making judgments or place blame. § Leadership + Transparency = Trust

Transforming Performance Management ORGANIZATIONAL POLITICS § People tend to behave in their own self interest, especially when their self-interests are rewarded by R&R systems that main status quo, self-promotion and self-protection. § Sounding impressive rather than being effective; Ego, status and politics § Measurement systems designed to build the ego of executives § Using measurement systems to move aheadappearance of success-Illusions of efficiencies.

Transforming Performance Management ORGANIZATIONAL PROCESS § Performance Management perceived quite differently in academic research and practice. Lack of standards and integrated body of knowledge has left room for interpretations, flawed assumptions and confusion. § Not only measure success based on financial measures/results but by increasing efficiencies and eliminating inefficiencies using process-enabling technologies. § Internal processes-benchmarking; client-satisfaction surveys feedback from internal and external stakeholders. § Framework of Project management results, structure. processes and boundaries.

Transforming Performance Management ORGANIZATIONAL PERFORMANCE § Next generation performance management-Enterprise Data Grids-Culture of Performance Analytics § Assess performance management culture-static, reactive, proactive, predictive § Soft measures-culture, power distribution, political climate, social responsibilities, leadership, trust, transparency, other cultural factors § Hard measures-financial, efficiency/effectiveness of processes, quantity/quality of production and management § Measurement processes and structure on how to interpret metrics-Body of knowledge-PEBOK and PMO.

Performance Improvement l. Integrated IT Performance Management üPIM Structure Solution üPIM Performance Dashboard Solution

Performance Improvement Management (PIM) Structure

PIM Performance Dashboard Solution

PIM Performance Dashboard Solution

Strategic Value Integration l. Integrated IT Performance Management üIT-Value Based Reporting Process Model Solution üIT Strategic Framework

IT Value-Based Performance Measurement Model

IT Strategic Framework Performance Model

IT- Value-Based Performance Measures

Redundant & Duplicated Efforts l. Integrated IT Performance Management üOrganizational Model üHR Performance Measures

IPMF-IT Organizational Structure

HR Performance Management Model

HR Performance Management Measures

Integration with IT SDLC

IPMF-IT Integration with Industry Best Practices

PMBOK and ITIL Measurement Framework

Applicability with Other Disciplines

Key Performance Management Trends § Predictive Analytics § Performance Management Software § Performance Structure § Performance Measures § Strategic Alignment § Performance Management

Are Your IT Delivery Services Managed, Monitored, Measured or Reactive/Ad-Hoc/Chaotic?

IPM-IT Project Management Text Book Ken Bainey Senior Project Manager KRB Information Systems Consulting LTD, Alberta, CANADA Phone: (780)487 -1571 E-mail: kbainey@ualberta. ca E-mail: kbainey@shaw. ca

IPMF-IT Performance Management BOOK https: //www. crcpress. com/Integrated-IT-Performance. Management/Bainey/9781482242539 Kenneth Bainey Senior Consultant KBAINEY Professional IT Services Alberta, CANADA www. IPMF-IT. com

Thanks For Your Attention Phone(780) 499 -1213 (Cell) Phone: (780)487 -1571 (Home) E-mail: ken. bainey@shaw. ca E-mail: kbainey@shaw. ca

QUESTIONS / DISCUSSIONS