Download mp3 11:37
“Make sure you know, at the end of the day, whose goals matter,” says Atwell Williams.
How do you know whether you’re striking the right balance between IT operating effciency and alignment with the business? How do you know whether your IT initiatives are yielding value to the organization? Identifying and tracking the appropriate metrics can provide insight to help ensure that you are focused on the right areas. With the right metrics, you can make better-informed decisions regarding investment in BSM initiatives, gauge progress in implementing the initiatives, and accurately assess the value realized from these projects. Choosing the correct metrics, however, can be a daunting task. Join us as we talk with Atwell Williams, Solutions Architect for the Office of the CTO at BMC Software and find out how your IT organization can prove its value to your internal customers.
Atwell Williams is Solutions Architect for the Office of the CTO at BMC Software. He imparts the knowledge of how to implement Business Service Management (BSM) and develop metrics to measure the success of your implementation. He has been responsible for assuring the overall performance, availability, and recoverability of BMC’s internal production applications, has led the initial implementation of Business Service Management (BSM) within BMC Software, and is currently responsible for educating customers on ITIL® and how to implement Service Management in their organizations.
- What Do Customers want to hear in regards to proving their worth or value to their customers internally. How do they make sure that they’re communicating properly?
- Why are metrics important?
- Can you give us some examples the kinds of metrics that you know, for the most part that people see they need to establish?
- What do the need to remember about setting goal setting?
- Why is it important to keep value in mind?
- How do you know whether your IT initiatives are actually yielding value to the organization?