Level: Basic
Author(s): Sheryl Erez; Justin Sloan
Venue: 2017 AACE International Annual Meeting, Orlando, FL
Abstract: This paper demonstrates the effectiveness of using the ISO/IEC 20000:2011 Standard for Information Technology Service Management alongside a contractually-required EVMS to provide a more meaningful measure of performance in the service-oriented realm of Data Center Management.
Data center performance is difficult to quantify in an EVM environment due to a majority of the work being level of effort. The ISO 20000 standard requires an organization set and adhere to specific, measurable, service-oriented objectives that align with the overall strategy of the organization. These objectives fill the gap in EVM by providing quantifiable performance measurement of service-oriented work.
The case study presented is from the Centers for Disease Control and Prevention (CDC) Data Centers in Atlanta, GA. As a result of implementing ISO 20000 in parallel with DXC Technologies’ EVMS, management visibility into performance improved. That, in turn, measurably improved service quality as evidenced by improvements in system uptime and responsiveness to customer requests.
Author(s): Sheryl Erez; Justin Sloan
Venue: 2017 AACE International Annual Meeting, Orlando, FL
Abstract: This paper demonstrates the effectiveness of using the ISO/IEC 20000:2011 Standard for Information Technology Service Management alongside a contractually-required EVMS to provide a more meaningful measure of performance in the service-oriented realm of Data Center Management.
Data center performance is difficult to quantify in an EVM environment due to a majority of the work being level of effort. The ISO 20000 standard requires an organization set and adhere to specific, measurable, service-oriented objectives that align with the overall strategy of the organization. These objectives fill the gap in EVM by providing quantifiable performance measurement of service-oriented work.
The case study presented is from the Centers for Disease Control and Prevention (CDC) Data Centers in Atlanta, GA. As a result of implementing ISO 20000 in parallel with DXC Technologies’ EVMS, management visibility into performance improved. That, in turn, measurably improved service quality as evidenced by improvements in system uptime and responsiveness to customer requests.