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Today’s Speaker
Doug Tedder
Principal, Tedder Consulting, LLC
Acknowledgements
COBIT® is a registered trademark of ISACA
HDI® is a registered trademark of HDI, a part of UBM LLC.
ITIL® is registered trademarks of AXELOS Limited.
All other trademarks that may appear in this presentation are the property of their respective
owners.
References
“COBIT 5: A Business Framework for the Governance and Management of Enterprise IT”, ISACA,
2012.
“HDI Support Center Manager”, UBM LLC, 2016.
“ITIL® Practitioner Guidance”, AXELOS Limited, 2016.
“ITIL® Service Strategy”, “ITIL® Service Design”, “ITIL® Service Transition”, “ITIL® Service Operation”,
“ITIL® Continual Service Improvement”, AXELOS Limited, 2011.
“To Measure is to Know”, Leister, Susan and Suzanne Tran. www.qualityprogress.com. November,
2015. Retrieved July 14, 2017.
Welcome!
…With Answers!
What are CSFs, KPIs, Metrics, and Measures?
KPIs
Metrics
Measures
Why is this so important?
Are Metrics and Measures the same thing?
What are the types of metrics?
Type Description
Timeliness When a specific milestone or deliverable is
met
Quality How well a deliverable meets the
requirement of the customer
Efficiency The amount of resources required to
complete a deliverable versus the
expected amount of resources
Cycle Time The time to complete a task or deliverable
Leading Indicator Predictive; indicate likely performance
Lagging Indicator Actuals; the results at the end of a time
period, characterizing historical
performance
Are Metrics the same as KPIs?
Financial
Internal
Vision + Learning and
Business
Strategy Growth
Processes
Customer
New Maturing
Doug Tedder
Tedder Consulting LLC
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linkedin.com/dougtedder
dougtedder.com
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