In this week’s two-minute video, the team discusses how you can launch a Cloud Coach Project from RemedyForce.
Effectively managing your IT team includes setting benchmark performance indicators, and measuring performance. This goes beyond managing hard costs and service level agreements, but also tracking how your team is spending their time effort. In order to get accurate data, you have to implement easy-to-use systems that work with your team, not against them.
Using separate systems for timecards, ITSM work and project work tracking reduces your visibility – and can lead to underbilling. Plus, it’s difficult to accurately forecast time and effort needed for future work without the insights of what has been done in the past.
Key Challenges to Project Time Tracking
- Untracked time reduces visibility into department performance and efficiency
- Labor costs are not factored into project expenses
- Time is lost in meetings without tracked actions or referenced agendas
- Project timeline estimates lack historic data to improve accuracy
Here’s how Cloud Coach can help with Time Tracking:
As an IT leader responsible for delivering projects and services that drive your business forward, efficient resource management is a key component for sucess. In order to adequately manage your limited team time, you need easy-to-use systems that allow you find and assign appropriate resources to complete project tasks and accurately forecast future capacity.
Key Resource Management Challenges:
- Unrealistic capacity expectations negatively impact project delivery
- Lack of visibility into resource load leads to over-allocation and inefficient execution
- Decentralized resource requests create schedule conflicts
- Team members are assigned to complete tasks without the needed skills or availability
Here’s how Cloud Coach can help with resource management:
Managing an IT department is managing an economy – balancing the demands from the company with the supply of budget and time to meet those demands. Traditional IT project management focuses on managing supply – but Cloud Coach takes project management a step further to give you the tools you need to track, analyze and prioritize demand.
You need to capture inputs from a variety of sources, identify the most important to drive business growth, and then execute on those projects, layering them into your annual IT project plan or scheduling an unplanned project delivery.
Cloud Coach centralizes strategic requests from the business and streamlines the decision making progress based on project investment. By integrating Cloud Coach into your IT governance programs, including your IT Service Management system (like BMC’s Remedyforce), you have seamless tracking from intake through execution.
Top Challenges Facing Demand Intake:
- No clear system for tracking
- Incomplete information for evaluation
- Difficulty aligning requests with strategic business objectives
According to PMI, 37% of projects fail to meet their business objectives, and 17% fail outright. Those failed projects cost your organization money – both hard costs and the time and effort spent. Not all of that effort is recoverable. In fact, nearly 36% of those costs are unrecoverable. For a large project with a budget over $1M (which have a 50% higher failure rate than smaller projects with budgets under $350k), that’s $360,000 in lost expense and effort.
While no enterprise project management solution can prevent project failure, implementing the right system can give you the visibility you need to keep your projects on track to support key business objectives.
Top reasons IT projects fail:
- Over budget
- Schedule overrun
- Failed to meet key business objectives
How Cloud Coach can help:
Your IT department does more than complete help desk tickets. They also deliver projects and systems that drive the direction of your business. As a busy IT department leader, there are several key metrics you need to look at to measure the efficiency of your team.
Ticket Volume: One measure of the productivity and efficiency of your IT team is the volume of tickets that your team closes. Using a help desk ticketing system, like BMC Remedyforce, can help you measure this volume. Over time, teams want to decrease the volume of tickets your team handles by implementing self-service portals that allow team members to help themselves or finding permanent solutions for recurring problems.
Service Level Agreements: Another measure of the effectiveness of your IT department is their performance against Service Level Agreements (or SLAs). This measures the efficiency of your team in resolving tickets. This is another instance where your goal is to reduce this metric – increasing your customer satisfaction. Many ITSM systems help you measure this metric by tracking the duration of time from a ticket is opened to the time it is closed. When your ITSM system is based on Salesforce, you can also use escalation rules to ensure that your outstanding tickets are handled in a timely manner.
Level of Effort: Level of Effort (or LOE) measures the time spent on tickets and projects. Measuring level of effort helps you visualize where your team’s time goes. The difference between SLA and LOE is an important differentiation. While SLA measures the amount of time that a ticket is unresolved, LOE measures the amount of time actually spent on resolving the ticket. Cloud Coach uses an integrated time tracker that can be used on your BMC Remedyforce incidents and requests, as well as Cloud Coach project tasks and tickets. This gives you a full picture of your department’s effort.
Project Performance: Whether you measure your project success based on on-time delivery, staying within budget, or both, project performance is an important performance measure. When you use an integrated project management system, you can quickly and accurately measure this performance. Plus, you can identify any projects at risk and take proactive measures to keep your projects on track.
Would you like to learn more about how an integrated ITSM and Project Management system can help you measure and manage your IT Department KPIs? Join us for the free webinar Power Your IT Department on the Salesforce App Cloud on February 23!
In today’s technology driven world, there’s an endless demand for IT projects. Managing the high volume of projects, associated timelines and resource allocations adds an additional strain on an already busy department.
Adding Cloud Coach to your existing BMC Remedyforce installation gives you additional tools to create and manage projects, and measure the impact of those projects on your business.
In our recent video series, you can learn more about how BMC Remedyforce and Cloud Coach work together to simplify IT project management.
There are multiple ways that you can create a project in Cloud Coach from Remedyforce. One of these is directly from a Remedyforce Change Request.
In this example, we are on a Remedyforce Change Request called “New Portal”, which has a “Create Project” button.
Cloud Coach is built on the Salesforce platform, sharing the same infrastructure as Salesforce’s award winning CRM tools and BMC’s Remedyforce ITSM tools. The shared platform means that all three products leverage the same customization capabilities, collaboration engine, real-time reporting, and best of breed security.
There are pre-existing connections between Salesforce’s CRM capabilities, BMC Remedyforce’s ITSM capabilities, and the Cloud Coach product suite. [Read more…]