Service reporting and analytics – What it is important to report on

I had to write a synopsis’s on Service Reporting today .. and I found myself explaining why it is important to understand the consumption of services. When we speak about consumption of services , we are referring to how much of a service your customers ‘consume’ but also HOW they consume it. You need to have an an understanding of how much for capacity planning. To anticipate future resource requirements (both hardware and software ) to maintain expected levels of quality in service delivery. You also need to have an understanding of HOW customers are consuming services to antipicates changes to the service. A Service is not static , especially a technology service, they grow and adapt , hence you need to understand the trends and direction associated with how users are consuming your service.

Lets take an example that we all understand. The service is Email, a typical  metric associated with the consumption of the  email service could be hard disk space. You need to understand the average size and growth rate of mail file size for hardware capacity planning, hence you have a key metric of how much of a service that customers are consuming. However do you know what device they are using to access their email , Laptop, Tablet , Blackberry , Smartphone, iPad ? This is a metric that may be a key indicator of HOW customers are consuming the Email service and required to for future planning and evolution of service delivery.

Hence when reporting on how users consume a service .. you can look at it from multiple angles, but two key metrics are important. How much are they consuming and how are they consuming it ?

The North Sperrin Way

On May the 5th 2012 , once move I braved the journey up North, to tick off another way. The North Sperrin Way, with hospitality and navigational provided by the amazing McDonagh family. I think they even organized the weather  as it was much better than forecasted. The full way across the North Sperrins is a full 26 miles ( 42K) but there was a section closed so we completed 24 miles (39K).

I have to admit that the first 10 miles were pretty boring, it was trail through forest , we started at Cam forest , along Springwell forest , Formoyle hill, past murder hole road ( The road earned its name from  Cushy Glen, a highwayman of the late 18th and early 19th centuries. Cushy hid the bodies of his victims in a bog hole, but met his own end at the hands of an intended victim who shot him dead during a failed robbery) through Grange Park wood, and Binevenagh forest. This was where the walk became spectacular.. an ascent up Binevenagh 385m ascent with stunning views over across Lough Foyle and to Donegal and the Inishowen Peninsula.

There is a very steep cliff off Binevenagh , which you do not necessarily notice ( unless you feel like taking a plunge) but our route took off off the mountain and circled back under the cliffs .. and they were stunning ( not that a forest view of Steve was without its aesthetic value)

After that it was a road walk down the bishops road and into Castlerock for a well deserved pint ( Glass of wine for me ;-) ) and then back to Chez McDonaghs for a fantastic Chilli Con Carne.

Its a great walk but do not wear hiking boots ( like I did ). wear trail boots as most of the way is on hard trail or back roads and sections are not marked so you would need a map.

I must persuade Mr McDonagh to do a walk down south .. as he keeps organizing walks up North .. really enjoy them and also the visit to the harbor bar ( LOVE that place for some reason ) but we do have ways and hills down south so much get him out on those .. Not sure that us southerners are ready for him in a kilt mind you.

Importance of reporting

 

I’ve had a series of very interesting meetings recently .. some  with the IT and Project teams and others with the executive council responsible for overseeing resource allocation for IT projects. The variance in understanding is amazing, on one side you have a team that are working exceptionally hard to keep projects and operations running , on the other , you have an executive team working hard to keep the business running. Both sides have zero visibility into what the others are doing mis communication and frustration abounds.

The key words here are visibility and control. We need basic reporting on IT and Operational Processes to ensure visibility into the time and effort being expended on these processes and basic metrics to control them.

So what are these basic metrics ? Well they vary from company to company but there are consistent basics that are an excellent starting point for any organization that wishes to gain more visibility and control.

IT Operations

  • Define the critical operational Daily , Weekly , Monthly , Quarterly and Annual checks ( Use your ICT Policy as a control mechanism)
  • Daily , weekly etc Volume by type of ticket ( Incident , Change Request, Request for Information, Standard Service Request)
  • Average time to close a ticket ( By ticket type )
  • If possible amount of time spent on each ticket

IT Projects

  • Time ( the schedule , Calendar time )
  • Cost ( Expended cost vs budgeted cost)
  • Effort ( If possible , this can be difficult to track , but at least ensure that you have time for starters, the amount of man hours expended on the project )
  • Quality ( A measurable quality metric .. take the example .. the Objective of the project is to define redundancy for an Email system. The deliverable to meet this objective is a passive standby system, the quality metric associated with that deliverable is the amount of seconds it takes a user to fail over) You can also have quality metrics associated with how you are running the project but that is a COMPLETELY different story.

Once you have those basics in place, its a fantastic starting place to provide visibility into the work that the IT Department are conducting, but do not forget to also report on operational tasks. IT resources are frequently in a ‘matrix ‘ organization where IT individuals are shared between operations and projects, hence it is very important to report on the volume of work being completed across both Operational and Projects to ensure that executive management have visibility into the work required to sustain both processes.

Release Management @Blug

I just presented my session .. what is a Release Management Policy ? And it went really well ( well no one fell asleep ) I got great feedback from the audience and I’m constantly amazed at how everyone was experiencing the same issues and pain points. And how having a consistent Release Management policy clearly sets expectations across all parties involved in the process , operations , development . One thing that was interesting was that Administrators did not see the need for a consistent release management when deploying clients .

Client deployment can benefit perfectly from a release management policy.. you repeat it all the time , you use the same teams , you have the same risks , you have the same tools etc etc . A Release Policy is not just of benefit to application deployment , it is also of tremendous benefit and critical to systems deployments , Client and server server. In fact , because of the standardization of ‘shrink wrapped’ releases they tend to make it easier to apply a common policy.

I’ll write a more extensive post on release management and shall post my presentation here and on the BLUG site.. but happy that the audience this morning seemed to get some value from the session and were also actively looking for information on a Release Management Policy to assist with improving quality, reducing costs and improving communications.

Operations vs Projects ..

Well I’ve decided to move my Blog and relaunch it ..and wanted to kick off my new blog with this post .. that started as a post , developed ( thanks to the insightful suggestion of Bob Balaban) and NOW .. into a workshop ( see offerings .. ) . so here it is back again, to kick start the new Blog and the new focus on ITIL , project management and General IT Management .. ( but of course loads of hiking .. )

…….When I started this Blog I was determined to blog more about Operational procedures, Project Management, Books , Comics etc and so far all I’ve blogged about has been Hillwalking (But its been fun :-) ) . So about time I added some professional content to this blog.

I’ve included this in a few presentations and had a few discussions on this topic recently with individuals, and I think it warrants a blog posting all of its own. Why can you not apply project management procedures (PMI or Prince)  to Day to day IT Operations ( More suited to ITIL, Six Sigma) ? What is the difference and why does it matter ?  I’ve been very suprised when I hear about operational departments trying to run their daily tasks as via project management procedures. I’ve studied both Project Management ( PMP ) and also ITIL , and I’m a big fan of BOTH, both used in the correct context can be exceptionally powerful in assisting in achieving results, incorrectly applied they can work counter to an organisations objectives.

Surprisingly enough there exists a very simple definition that differentiates between Projects and Operations. While nothing is black and white , there are pretty clear guidelines on when its suitable to apply project management principles ( PMI , Prince )  and when its suitable to apply operational procedures ( ITIL ). Operational projects exist and require project management procedures applied to them, and project management procedures can co – exist in harmony with operational procedures, even in the application landscape. You may have a project to develop a new application , but once that application is in production then changes to that application are governed by operational release management procedures.

The important consideration is to know when its a project and when its operational. If you consistently apply project management procedures to an operational , cyclical process then you are potentially re-inventing the wheel every time and redoing work and re-establishing processes that have already been completed and set up.

In brief :

  • Projects have a definitive start and a definitive finish
  • Operations are continuous
  • Projects tasks are specific for that for that project and have never been done before
  • Operational tasks are repetitive and cyclical
  • Project work success is based on project objectives identified specifically and uniquely for that project
  • Operational work success is based on previous indicators ( i.e. system availability)
  • Projects implement revolutionary change
  • Operations implement evolutionary change
  • Project Teams are formed to implement projects and then disbanded once the project is completed
  • Operational Teams are consistent
  • Project teams consist of team members from different departments , different skill sets
  • Operational teams frequently consist of team members with similar technical skill sets

Knowing the simple definitions and when to apply operational procedures and when to apply project procedures can save teams a lot of time , effort  ( MONEY ) and frustration.

The Bera way – Oct 20111

What a 12 months .. I’ve been exceptionally lucky with weather and friends who I’ve managed to Drag around some of the ways of Ireland .. in the past 12 months I’ve completed The Kerry Way, the Sheeps head Way , The Bluestack Way , the Moyle Way and now the Beara Way , Thanks straight up to Tony who I’ve dragged over from the UK to walk with me , challenge me ( he sets a cracking pace) and has ensured that I’ve not managed to get lost ( despite my best efforts … )

The Beara Way .. as with all of the Ways that we have completed in Ireland , is exceptionally well marked , with some excellent hospitality from the B&B’s along the way. The Beara Way I found to have the most varied and stunning scenery compared to the Kerry Way and the Sheeps head way. Every day was different and every day was more spectacular but in a different way.  However ….. it was also one of the least well maintained in terms of being a path .. some sections were very very boggy with minimal effort at creating a path and its not really advisable to do it without VERY waterproof boots ( as poor Tony discovered .. When hiking in Ireland , leaking boots are as useful as a chocolate fireguard).

Day 1 – Glengarriff to Adrigole ( 17K )
We kinda cheated today and I kinda regretted it We took a lift to the start of the off road section from our very kind B&B landlord. We really appreciated it but the road walking would have been pretty and also would have warmed us ( ME !! ) up before the steep ascent up Sugarloaf  Steep ascent but the view were worth it absolutely stunning scenery .. the trail was exceptionally well marked , however the descent was pretty boggy .. I think it was about this time that Tony learnt that leaking boots in Ireland really suck ..

..
BUT we did manage to find a pub at the end of it for the obligatory couple of pints .. ;-)

Day 2 Adrigole to CastleTown Bere (23K)
Again we knocked off the first 2/3 k of walking with a kindly offered lift to the start of the off road walking we were happy to do so , the road is pretty narrow and during tourist season would have been pretty busy ..start of the walk was really really mucky … but there were some stunning views over the Fish ( Mussel ) Farms and the bay as as ascended out over the Harbor.. Stunning views around lakes and a great path up to an old mass rock, again the trail varied from good path to REALLY boggy ,,, but all very well marked. I have to admit I managed to slip on a really mucky steep UPHill acescent today and found myself in the inglorious position of slowly sliding down a hill while trying to hug onto it.
Stunning views coming into CastleTown Bere and we met a lone hiker on the route as well , 80 years old and on a hiking holidays.. I hope that I’m still hiking when I’m 80… the obligatory Post Hike Pint was taken in MacCarthys Bar .. the cover pic of the Book by the late great Pete McCarthy. Where not only did I have a pint , I watched the All Ireland Football final and watched Dublin beat Kerry ..

Day 3 – CastletownBere to Alilhies 13.5K
Another short day today ,we cut off the bog section so it was a steep wood climb , then gradual road walk into Alishies,  so finished Mid Day but we were actually lucky because as soon as we arrived in our B&B the heavens opened and it poured for the afternoon. Discovered O’Neills , fantastic Bar that serves great food , so the afternoon and evening was spend faffing , Food , Books , Newspapers , Wifi in the Bar , etc etc ….

Day 3 – Alihies vis Dursey (26K)
Now today should have been A round trip with a lot of back tracking but .. as you need a cable car ( the only one in Ireland ) to get to the Island , we took a lift to near the the cable car ( it operates in the morning and the afternoon .. not continuously ).
We technically arrived in loads of time to catch the cable car .. but of course as we had time we decided to throw in an additional loop .. ( and missed the cable car  ;-( ) have to admit to being disappointed at missing not doing the cable car and Dursey but we threw in an additional couple of loops . Stunning scenery, with a beautiful coastal walk back into the Alihies ( and back to O’Neills again for a few and some great steak )

Day 4 – Alihies to Ardgroom  (24K)
Leaving the Alihies we passed some of the old  copper mines, apparently the area used to be a very prosperous copper mining area and indeed we did pass a few mines dotting the landscape

Bit of a mix today in terms of the trail was either and excellent path or else exceptionally boggy but here was a good section of it along the coastal path  I was taken by surprise, when coming into Ardgroom to be stopped by a man on a bike requesting if I was Eileen Fitzgerald ( turns out to have been our landlord ) Ardgroom  was a lovely small town, and the B&B was excelllent  I was very impressed.

Day 5 Ardgroom to Tuosist (25k)
Lovely day today and the walk out of  Tuosist was beautiful , lots of tourists around today, there are a lot of Stone Circles in the area , I tried to get a photo of one as we passed it but unfortunately there was a tourist who was deeply engrossed / involved with slowly going from stone to stone and embracing them ( I lost patience with waiting for her to get out of my photo shot and left ).  Suppose it takes all sorts ..
the descent today was really boggy , I think I fell about five times .. for once I was way ahead of Tony .. ( but fell a lot more ).

Day 6 Tuosist to Kenmare (24K )
The first portion of the walk today was very challenging but more due to having to hike in very muddy conditions , the descent was stunning with some spectacular views as a backdrop to the two lakes ( inchiquin and Cloonee) I cannot say that I enjoyed the last section of the walk which was a road walk on a rather busy route, but we were rewarded with finally managing to get a reservation at Packies in Kenmare , excellent food well worth the wait.

Day 7 , Kenmare to Glengarriff via Dromoghty lake ( 27K)
This was my favorite day .. absolutely stunning views mostly road / track walking, with some steep ascents. And an absolutely glorious ascent over Knocknacorraveela, there was an option to take an easier route but we decided to take the more challanging one and I was sooo glad that we did. It was stunning.

And then back to Glengariff for a few well deserved pints and another great meal at MacCarthys Bar .

Of all the walks that we have completed , the scenery along the Bera Way was possibly the most stunning , the more varied with constant surprises around every corner. We organized our own luggage transfer and accommodation this time and it was exceptionally reasonable even if some of the accommodation was pretty basic all of the places we stayed were clean and , West Cork lived up to its reputation of great food. The trail was well marked but as was commented, putting markers across a bog does not a trail make’, some sections really really could have done with sleepers or something ,  anything and while our hosts were being very considerate offering us lifts to avoid boggy spells , sometimes they seemed to forget the fact that we were on a WALKING holiday ;-) ) we learnt to NOT accept any offer of lifts as our hosts seemed determined to have us skip sections of the walk.

The Moyle Way

Before I even start this recap , I have to comment on Steve McDonagh ..  a couple of years ago he invited a few of us up North to walk the Giants Causeway , and an excellent outting we had .. ( Yes Bill there eventually was a pub around the corner ) . This kinda developed into an Annual tradition of a Domino Dander .. where a few of us who work in the same industry will do a walk. This year , Steve suggested upping our game… making it a challenge and raising money for charity. So we did , we decided to do the Moyle Way 26 miles across country. For me , it was a challenge but something that I knew that I was more than capable of achieving , Steve had been involved in a bike accident (Someone went into him ) and has a leg injury which did cause him pain and suffering during certain sections of the walk. So if anyone earned the money for charity it was Steve .. anyone who would put pressure on themselves , and obviously be in pain to achieve the Charity objective…. well if you have not contributed Steve deserves it for the pain and effort that he put himself through yesterday.  So if you have no given already .. now is your chance Moyle Charity

The Moyle Way

Before we start lets state that Andy and Steve decided to do the walk in Kilts , now its a terrible shame that this photo is out of focus as its the only one that I have of the three of us and if it had been in Focus it would have been a great photo .. ( But I’m including it anyway )

Soo off we went,  thank you too much to Val McDonagh for the lift at the start and pick up at the end. One of the repeated conversations that we had during the day , was the fact that Ireland is beautiful .. and only the 5% of the population in Ireland who Hike (heard that stat somewhere ) get to see the really beautiful sections . I constantly consider myself privileged to be part of that 5%.

Anyway off we went , Setting off at Glenariff ( I’ll let Steve comment on the Barbies at the start ;-) ) we had a lovely walk along the river bank and even saw a buzzard , we actually saw three of them during the walk , I’m not sure if its because I do not walk in Wicklow with the font of knowledge that is Steve McDonagh or because they are not there but I’ve never seen them when out walking down south , yet we saw three on the Moyle way wall .   Anyway off we went , heading through through  Glenariff Forest Park , the entrance of which is through a ‘stress free zone’ well it was before I got there anyway ;-)

Absolutely stunning walk , with loads of waterfalls and river view, s bit of a steep ascent,  but well marked and a very very obvious trail, then up Trostan ( well around really ) where the Scottish really came out in Andy ( add a kilt to a Scotsman) with loads of catalog posing and pointing out thistles ;-) .

The around to Slieveanorra Forest ( with a slight off trail mishap ) where we stopped for a well deserved lunch. I learnt early in the day on that its an interesting exercise on where to look when Men in Kilts sit down. I did a lot of sudden map studying .
Then onto the way around Croaghan , nice trail but a bit mucky .. through Breen Forest .. where we saw the most amazing sight ( I’m really annoyed with not getting a pic ) of 100′s of ducks by a pond. Then up a steep ascent ( where Steve’s injury hurt him and he earned every penny for charity ) after Breen Bridge.

The Descent down and around Knocklayd was stunning, absolutely beautiful scenery

I have to admit the last 5 miles were tough , when you know the end is near , you start willing it. We made a strategic decision to skip the forest way into Ballycastle and go along the road. For a list ticker like me ( If I do the Moyle way I do the entire Moyle way) it was a tough call, but it was the right decision for the time. It was dusk so a forest walk would have been dreary, it had been raining so the route would have been muddy plus we coming in via the forest would have meant missing the sea views on the way in. And it was the same distance anyway. So we were treated to views of Rathlin Island and even Scotland ( you cannot really see it on the photo ) on the way into Ballycastle.

And into Ballycastle where a well deserved and enjoyed pint ( glass of wine for me ) was consumed just before Val picked us up , off to Chez McDonagh for a fantastic stew. Points to note during the walk..

Both Andy and Steve have declared that they will hike in future in Kilts .. they found it very liberating ;-)

As always amazing hospitality from the McDonaghs

Great company with Andy and Steve for the day, I’d spent a day walking with them anytime

Steve claimed to be the Johnny Cash of walking as he was dressed entirely in Black .. except for one item of clothing which was not on view. Unfortunately (for me) I can verify that he was not 100% in Black

Andy has a song and retort for every occasion

This will become an annual charity hike, we have the date and potential hike organized for next year including everyone that we know, whether they like it or not ;-) ) and I will do it in a Kilt next year as well ;-)

Great day , thank you to Steve and fantastic that while having a day out we also raise money for a well deserved Charity . thank you to everyone who contributed.