Value calculation for Impact Value Reports

You can use value calculation for measurable business impact and track value using metrics.

Value calculation translates operational performance into measurable business impact typically in monetary terms. Each business objective is linked to specific outcomes tracked through defined metrics. These metrics include a baseline (reference), goal, and current quarterly values.

Track your progress

Business objectives are your high-level business goals. To help measure your achievement toward that goal, each objective is connected to several measurable outcomes. The outcomes are in turn tied to metrics that record your progress from quarter to quarter.

Measuring Progress toward Automation Goals

If your business objective is to increase automation within your technology service operations, one way to track progress is through a lagging indicator that reflects the impact of automation efforts. An effective outcome to measure is the reduction in incident volume handled by the service delivery team. The corresponding metric is the number of incidents closed over a defined period. As automation reduces the overall number of incidents, the service delivery team experiences a decrease in manual workload—freeing up time for higher-value tasks.

Operational performance

Each metric has a reference (baseline), a goal, and a current value:

• Reference value

  The actual recorded value of a specific metric during the reference (baseline) quarter.

• Goal

  The target improvement is set relative to the reference value.

• Current

  The most recent value of the metric for the current reporting quarter, indicating progress toward the goal.

Each quarter, the current metric value is compared against the reference (baseline) value. This comparison is used as an input in the calculation that determines the overall value impact. The calculation may also include additional inputs. You can collaborate with your squad to review and adjust these inputs as needed to confirm that they accurately reflect your operational context.

Outcome of reducing incident volume worked and metric of number of incidents closed

Business value

Business value is focused on monetization of outcomes and success metrics in your Objectives and outcomes, and delivered via Value Report. Business value is available for Advanced and Total Impact customers only. Value Report has actuals, comparison, actual date range, and comparison date range.

• Actuals

  Operational performance data for the metric within the selected date range.

• Comparison

  Operational performance data for the metric within the defined comparison date range.

• Actual Date Range

  The annual period (typically four quarters) chosen for calculating business value.

• Comparison range

  The annual period (typically four quarters) used to obtain baseline operational performance data for business value calculation.

At the end of the year (or your chosen reporting period), your Impact squad reviews the operational performance results. These performance metrics are used as inputs in the calculation, combined with other factors, to generate the corresponding dollar value impact. You can collaborate with your squad to adjust these input values to better reflect your current operational context.

Occasionally, a negative value may be reported if the current performance deviates unfavorably from the baseline. In such cases, your squad assists in interpreting the results and identifying actions to help you achieve your business objectives.