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Bittle, trophy finalist HEC
Bittle is one of six finalists of HEC Mercure Management trophy.
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IT Management dashboard, and IT governance
From a theoretical point of view, department heads know that measuring the performance of Information Systems is necessary. This IT management can take various forms: IT management dashboards, information technology indicators, IT user-satisfaction surveys, etc. The concept of "IT governance" has become a very fashionable term; although the definitions associated with it vary from person to person throughout the different organisations concerned.IT governance
In particular, IT governance allows the IT Manager to respond to three fundamental requirements: controlling costs, minimising risks and increasing the value of the information system. This is an extremely useful asset in a context where information technology is often regarded as a necessary evil and where IT department is generally perceived as a cost centre in the eyes of general management. From now on, the IT department should be regarded as a centre of profit, or a centre of value creation, aligned with the strategy of the business.
Such strategic alignment is now essential. An information system can no longer simply be of service to the business and information technology can no longer operate independently of a business’ general objectives. The governance of information systems, aimed at providing better strategic alignment, is therefore directly linked to value creation.
The IT dashboard
Establishing appropriate processes based on "good practices” seems to be the right path to follow to increase value. However, such methodological approaches, whatever their origins (ITIL, COBIT, Val IT, etc.), must not be the only sources of optimisation and improvement. We believe that a method can only be effective when accompanied by the necessary tools to measure and manage it; in short, tools which provide increased transparency to facilitate decision-making.
The IT dashboard is both a management system and a tool. It transforms a strategy into operational objectives and aligns the assigned information technology operation with the company objectives. For each axe of the information technology dashboard, you will find: objectives, performance indicators (KPI) and actions.
Bittle for IT management
By offering a decision-making solution with strong activity-related contents, Bittle helps the user to choose the relevant indicators to manage the various IT activities:
- IT Operations: Bittle can manage the IT infrastructure and security, to give an "activity" view of the operations (servers, critical components, networks, databases, etc.) and of the IT security to operations managers, so that they can understand the impact of the operation on the business.
- IT Customers service: The indicators offered in Bittle make it possible to ensure commitment fees are honoured and monitor services provided by IT in order to improve quality.
- IT Projects: Bittle facilitates the management of project portfolios and application portfolios by offering relevant indicators for project management.
- IT cost control: Bittle offers the main accounting and financial indicators for IT in order to manage costs, budgets and profitability of IT activities.
Example indicators: Disk-space occupancy (%), availability rate (%), number of alerts, number of virus attacks, number of mailboxes, ratio of equipment to PC users, etc.
Example indicators: Number of calls received per month, average time to resolve a call, rate of recurrence of incidents, tickets closed in SLA, distribution of tickets by level of criticality, overall satisfaction (%), etc.
Example indicators: Number of projects per type, number of delayed projects, work remaining in man-days, budget consumed per type, etc.
Example indicators: Overall budget, adherence to overall budget, adherence to capital budget, adherence to operating budget, etc.