MO01 Process Monitoring

1. Description

Define relevant performance indicators, the systematic and timely reporting of performance and prompt acting upon deviations to ensure the achievement of the performance objectives set for the IT processes.

2. Service Activities

Collect Data for Monitoring: Define relevant performance indicators (e.g., benchmarks) from both internal and external sources. Collect data for the creation of management information reports and exception reports regarding these indicators.
Assessing Performance: Services to be delivered by the information services function should be measured (key performance indicators and/or critical success factors) by management and be compared with target levels. Assessments should be performed of the information services function on a continuous basis,
Assessing Customer Satisfaction: At regular intervals management should measure customer satisfaction regarding the services delivered by the information services function to identify shortfalls in service levels and establish improvement objectives,
Management Reporting: Management reports should be provided for senior management’s review of the organization’s progress toward identified goals. Upon review, appropriate management action should be initiated and controlled.

3. Key Goal Indicators

Consistent application of the right limited number of performance indicators
Increased number of process improvement opportunities detected and acted upon
Satisfaction of management and the governance entity with performance reporting
Reduced number of outstanding process deficiencies

ebc Service Commitments

meeting 02-03 SLA performance measurements as modified by the second generation cluster SLA
work with iSERV to improve availability of Internet gateway, and to monitor and measure performance to be > 30second web page load,
appropriate monitoring tools for ministry 7/24 website availability,
monitoring tools identification, acquisition and implementation, script development and implementation, and regular measurement of Blackberry performance,
completion of process implementation and measurements to SLA levels for service requests,
implementation of service requests for network within existing EBC service desk and SLA reporting, including the realization of SLA service request measurements,
report back to SMT on monthly status and results of re-establishment of EBC role as service manager for EDS and iSERV,
Development, intranet posting and sharing of Web trends reports with clients, including trends in user browsing behaviour throughout web sites,
semi-annual cluster satisfaction survey, development of summary reports on client feedback, reporting to ITMCs/MMCs/other as appropriate, identification of areas for future improvement

4. Key Performance Indicators

Time lag between the process deficiency occurrence and reporting
Time lag between the reporting of a deficiency and action initiated
Ratio between process deficiencies reported and deficiencies subsequently accepted as requiring management attention follow-up (noise index)
Number of processes monitored
Number of cause and effect relations identified and incorporated in monitoring
Number of external benchmarks of process effectiveness
Time lag between business changes and any associated changes to performance indicators
Number of changes to the set of performance indicators without the business goals changing

ebc Service Commitments

ebc with issue reports on usage monitoring within 15 days of the end of each reporting month, 11 months out of 12

How are we doing ?
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5. Critical Success Factors

Useful, accurate and timely management reports are available
Processes have defined and understood Key Goal Indicators and Key Performance Indicators
Measurements of IT performance include financial, operational, customer and organisational learning criteria that ensure alignment with organisation-wide goals and can be integrated with tools such as the IT Balanced Business Scorecard
There are clearly understood and communicated process objectives
A framework is established for defining and implementing IT governance reporting requirements
A knowledge base of historical performance is established

6. Additional Information

Maturity Level Characteristics


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