Making sense out of business KPIs/SLAs
Once you know the business KPIs/SLAs/business events we need to translate that to a meaningful expectation on the underlying IT systems.
Input : Business objective , KPIs /SLAs , business events calendar
Output : IT support expectations around availability , capacity & performance/throughput on each system that contributes
How do we do this? Below are the key questions to be answered
For each business objective
For each business objective
- What are all the business processes involved in accomplishing the business objectives?
- What are the IT systems involved in delivering each business process?
- What are the upstream and downstream systems involved?
- What are the enabling systems involved - like ,email etc?
- What exactly each system contributes?
- When business will use each system heavily?
- What are the performance/throughput expectations at its peak? If the data flows from one system to other this question should be asked for each upstream/downstream system
- Expectation on the availability requirements ..what each outage means to business - when a system outage cannot be tolerated
- What are the key functionalities business is going to use to achieve their deliverables
- What is the impact of each incident in achieving the overall business deliverable
Now lets try to come up with a framework which can translate the existing IT report into something which truly speaks the language of business outcomes delivered.
Next >> Reporting business outcomes in IT service report
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