Metrics - What you do not know, you can not measure
While this is an old adage, there are still many organisations, which still do not have a proper metrics program in place, or use these metrics incorrectly. A proper metrics system used in the correct way is a very powerful tool in the hands of any Executive Manager and its appropriate use delivers many benefits for an organisation. This presentation will provide information about:
- How to ensure that metrics are interpreted correctly
- How to ensure that metrics are current
- Which metrics are vital
- Metrics trends
All presentation points shown above will be supported by examples – their successes as well as their pitfalls. Metric examples for each IT area (desktop, helpdesk, mainframe, midrange, etc) will be provided in an attachment.
Eugene Talasch
Eugene Talasch is a highly seasoned IT specialist with more than 30 years experience in various positions, ranging from Operator to MIS manager and Systems Engineer. He has more than 11 years experience in the Benchmarking industry and is founder of ET Business Solutions, a company focusing around various IT aspects, including Outsourcing Consulting, Benchmarking and other Metrics activities, Service Level Assessments, and Value Assessments. Although in the market for just under one year, Eugene has already performed more than 10 benchmarks in Australia, Asia-Pacific and the United States, and has developed a unique high-level benchmark which allows a typical turn-around time of about 3 – 4 weeks.
Before establishing his own company, Eugene worked for META Group Asia Pacific as Director of the Benchmarking Practice, responsible for all Asia-Pacific benchmarking activities, including sales, product development and product delivery. He built META Group’s benchmarking group from “zero Dollars” to a “multi-million Dollar” business within 3 years. Clients during that period included National Australia Bank, Westpac Banking Corporation, ANZ Bank, AMP, Allianz, BHP Billiton, Telstra, as well as vendors such as EDS, CSC, HP, IBM, LogicaCMG, and Fujitsu.
Prior to META, Eugene worked in the outsourcing area with EDS, providing and managing benchmarking services with major accounts including Commonwealth Bank, General Motors Holden, Australian Tax Office, Australian Custom Service, and the South Australian Government. He earlier served as a principal consultant in Gartner Groups’ benchmarking practice, where he covered telecommunications, banking, finance, insurance, manufacturing and government sectors and personally oversaw benchmarking across more than 200 organisations in the Asia Pacific region.
