KPIs, CSFs or Questions? That’s the Question

Ok so what do I mean by that?

When starting the development of the NIMM, I looked at a number of different approaches to infrastructure maturity modelling (why re-invent the whee!!). One characteristic that I observed in many of these maturity models was the extensive use of questions to be completed by the function being “bench-marked” in order to work work out a maturity score. I have to admit I’m not really a fan of question based benchmarking as the primary way of benchmarking if the purpose of the exercise is to help the end user or function understand where they are and where they need to improve.

My view is that the NIMM is all about the organisation or person using it being fully engaged in the process and being encouraged to think through for themselves what is being measured. For me answering a series of questions should not be the primary and only way to achieve this. So if I am saying questions are not the best way to do this, what can I suggest? I prefer to use Critical Success Factors (CSF) for qualitative measures and key performance indicators (KPIs) for more quantitative measures.

I believe that if presented with a set of infrastructure CSFs or KPIs any practitioner who understand the subject matter being assessed will will be able to score themselves and in the process getting a much better understanding of what it’s like to be less mature then they currently and and more mature then they currently are.

I was speaking to a CIO recently about this matter who was working through the NIMM, the feedback was that form many people in his organisation, the instant reaction to a questionnaire is to “get through it” where as well structured CSFs and KPIs trigger the kind of thinking needed to reach a consensus on maturity which highlights the bigger picture.

Infrastructure Key Capabilities

I am currently developing an Infrastructure Maturity Profiling tool, this tool presents a number of key capabilities that can be scored against the 5 levels in the infrastructure maturity model. I recognise that it’s impossible to create a definitive list since everyone has a different view of where the boundary for infrastructure is, but, I think it would be useful to list them here. Have I left anything out that is core IT infrastructure?

Common Applications & Services 
1. Electronic Mail
2. Unified Communications
3. Collaboration
4. Knowledge Management
5. Remote User Access
6. Electronic Software Distribution
7. Enterprise Content Management
8. Enterprise Search
9. Printing
Operating Systems 
10. PC Operating System Standardisation
11. Operating System Configuration Mgmt
12. PC Application Virtualisation
13. Operating System Virtualisation
14. Server Provisioning
Infrastructure Hardware Platforms 
15. Server Consolidation
16. Server Virtualisation
17. Storage Virtualisation
18. Data Storage Management
19. Power & Cooling
20. Infrastructure  Hardware Configuration Mgmt
Network Devices & Services 
21. Wireless LAN
22. Fixed LAN
23. Network Cabling
24. LAN Configuration Mgmt
25. Network Service Security
IT Security & Information Governance 
26. LAN Security Policies
27. WAN & Remote Access Security Policies
28. Directory Services
29. Single Sign On
30. Identity Management
31. Data Security
32. End Point Security
33. Antivirus & Malware Protection
Infrastructure Patterns & Practices 
34. Change Management
35. Configuration Management
36. Release Management
37. Knowledge Management
38. Problem Management
39. Incident Management
40. Service Desk
41. Capacity Management
42. Service Monitoring
43. End User Provisioning
44. Software Asset Management
45. Patch Management
46. Testing
End User Devices 
47. Device Configuration Mgmt
48. Device Asset Management
49. Device Data Security
50. Device Asset Security
51. PC Provisioning & Migration
Governance 
52. IT Infrastructure Governance
53. IT Infrastructure Strategy & Planning
54. Collaboration & KM Strategy
55. IT Project/Programme Management
56. Product/Service Catalogue
57. Infrastructure Architecture
58. IT Service Continuity
59. Green IT
Business Alignment 
60. Stakeholder Management
61. Business/Infrastructure Risk Management
62. IT/Business Strategy Alignment
Procurement 
63. Supplier Management
64. SLA Management
65. Procurement Process Effectiveness
People & Skills 
66. IT staff career pathways and development
67. IT Staff Performance Management
68. End User Training
69. IT workforce development and planning
70. IT staff attraction, motivation and retention
Value Management 
71. TCO Management
72. ROI Management
73. Benefits Realisation
Process & Automation 
74. Infrastructure Processes Documentation
75. Infrastructure Processes Automation
76. Infrastructure Processes Quality Management