Windows and Mirrors:Two Perspectives on Metrics at Notre

Dame

Mike ChappleTodd Hill

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Windows into ITThe Executive Dashboard

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Seeking Metrics That…

• Are understandable to a lay audience

• Provide insight into the effectiveness and efficiency of IT

• Tell a story with data

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Advancing the Greater Good

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Standard FormatClear Title

Graphic Depiction

Time Series Data

High Level Interpretation

Target/Range

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Reflecting InwardBusiness Intelligence Tools

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Seeking Metrics That…

• Are understandable and meaningful to our leadership/management team

• Provide deep insight into the effectiveness and efficiency of IT

• Allow us to interact with data to “find the bright spots”

Who are our customers?

How well have we been meeting our

customers' needs?

How well positioned are we to meet our customers’ future

needs?

• Project actuals by customer• MOB actuals by customer• % of resources dedicated to projects vs. MOB activities

Effectiveness• # of projects and customer care completedEfficiency• Schedule - Actual delivery time vs. estimated delivery time• Effort - Actual hours vs. estimated hours• Performance - % of functionality delivered

• Project and customer care backlog by customer group• # of projects requested, started, and closed per month• # of customer care opened and closed per month• Project execution dashboard

While used internally, our metrics are customer-focused

APPLICATION DEVELOPMENT/SUPPORT METRICS

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Questions?