MEASURING SUCCESS KPI Recommended KPI Themes Description Affordable

MEASURING SUCCESS KPI

Recommended KPI Themes Description Affordable How to capture this information? • Extract via post request/project survey data requesting feedback on the deliverables, services, and process. • • Extract total FTE (full-time employee) data from HR systems. Refine BI user data from BI application to only include FTE usage and exclude test users or temporary users. Satisfaction level The level of end-user satisfaction associated with BI tools. End-user adoption rate The rate of end-user adoption associated with BI tools. Throughput The number of BI deliverables delivered per unit of time. Extract from request management system and/or project management system. Time to information The average amount of time it takes to access/deliver information to a user. • • • Extract from request management system and/or project management system. Automate extraction and integrate into data warehouse. Use manual sampling when a tracking system is not available. BI unit cost measures The per units costs associated with BI staff, deliverables, and end users. • • Sum fixed costs and operating costs, normalised annually. Extract the number of BI staff ($/staff), BI users ($/user), and the number of deliverables ($/deliverable) from the BI application. Self-Serve Users % The proportion of end users who leverage selfservice capabilities. • Extract from the BI application; pull users that have accessed self-serve content plus users who have accessed custom dashboards/reports. Timely Effective Measure

SAP CURRENT KPI’s KPI Explanation + Measured By 1. Availability of System: Was BI Suite available 99. 5% of the time this month, during business hours? Downtime per month should be less than 0. 5% Measured By: See Chart: KPI 1: Service Issues / Downtime table 2. User Access: Were users always able to log into BI Suite this month? User login failures result when, typically during busy periods, we reach the limit of concurrent users allowed to log in. This limit is 75. In terms of the KPI, the aim is to monitor whether, and how often, max concurrent user sessions = 75. Measured By: See Chart: KPI 2: Max session count per month 3. Licence Retention Period: This month, did users retain their advanced licence for at least 2 days after they last used it? Average time, across the month, between Last Use Time and Removal Time Measured By: See Chart: KPI 3: Average advanced licence expiry time Achieved This Month? KPI now obsolete, as licences no longer removed after period of inactivity. Advanced users now assigned licence indefinitely

KPI Challenge’s • Satisfaction – No current C-SAT scoring done within service management at present • Do we measure three tools separately? • Tricky to measure how long it takes to get information • Limited in what information we are available for • Availability is not measured for Power BI, unknown for Qlik

REPORTING METRICS GO LIVE Target SAP BI Suite Availability Number of times user could not log in due to exceeding 75 concurrent user sessions 99. 5% 0 Power BI Availability Number of times an Power BI App was access Incident Management Tickets within SLA Not Possible Target to be set following ELS As per IS SLA