Measuring what you manage The presentation is broken into three parts Part One: Why Create Metrics Part Two: How to Create Metrics Part Three: How to Analyze, Trend and Report Metrics John Parker: Data Center Operations Management - Esri

Part One: Why are Metrics Important “How can you manage what you can’t measure” Benchmark your goals Did you meet your goals? Creates efficiencies Cost savings Eliminate subjectivity Manageability of resources and workloads

Part Two: How to Create Metrics I. Understand what is important to measure II. Metrics formula - Workload + Performance = Goals or Results (see Table One) III. Know your audience

How do I do this Stuff ! Tangible Day to day activities(workloads) Tickets Incidents, requests, changes Facilities testing and PM’s Monitoring and Alerts On call Intangible Cost savings Time savings Proactive initiatives

I. What to Measure Workload Performance( SLA’s) Goals Subjectivity to Objectivity

II. The Metrics Formula Workload + Performance = (SLA’s or Goals) Workload Metrics (what you do) Performance Metrics (how well you do it) SLA’s or Goal Metrics (Are you meeting or exceeding expectations?)

III. Know Your Audience Customize metrics for yourself, your colleagues and your customers based on: Your requirements (what is important to you?) Their requirements (what is important to them) Toot your Whistle… It’s time to prove with numbers how well you provide services

Part Three: Analyze, Trend and Report Weekly Metrics Monthly Metrics Quarterly Metrics Annual Metrics

Weekly Metrics Tickets Ticket Type C/F from Last week New Created Escalations during week Total Worke d ResolvedUnresolvedWeekly Resolutio n score YTD Resolutio n Score Incidents % 92.34% User Requests % Scheduled % Total % Other (Not Considere d) % Change Type Total Changes Completed Successfully Success Rate (ROC) Comments Scheduled6583%RFC-2387, 2429, 2426, 2421, 2433, 2418 Standard66100%RFC-2435, 2437, 2436, 2432, 2440, 2438 Emergency00NA Totals % 1.RFC Totals (Production)

Part one –Metrics building blocks – How well you do it (Monthly) Support Weekly “workload” numbers combined Applications & Hardware Users & customers Data centers Projects Completed Performance Availability Service Level Agreements (SLA’s) Target and Stretch

Monthly Metrics Item JulAugSepOctNovDec Hosted Applications Web Applications Services Physical Servers Virtual Servers Cloud Instances DeliverablesJulAugSepOctNovDecAVG YTD Events & Alerts Incident Tickets User Request Tickets Response SLA (%)97.56%99.02%100.00%99.26%99.27%98.84%98.76% Average time to respond (in min) 7:012:481:092:064:021:352:59 Tickets Escalated3.55%4.72%5.46%2.09%4.31%0:81%6.06% Ticket Resolved99.07%97.64%98.54%97.22%98.63%99.60%98.05% Ticket Resolved within SLA 98.13%95.72%97.57%95.36%95.69%95.97%96.08% Basis Support Alerts Basis Tickets Afterhours Helpdesk Call/Tickets

Quarterly Metrics MonthAprMayJun Total Ticket in GOC scope Tickets Resolved Tickets Resolved within SLA Month No KBRestricted Access Out of IOG Scope (DB) Out of GOC scope (In IOG Scope) Hardware restrictions Training Gaps Apr May Jun Total

Annual Metrics Reports Summarize: Easy to read Workload Year to year comparisons Performance Goals/SLA’s

Summary Workload + Performance = SLA’s or Goals Weekly Metrics meetings Centralized Metrics repository Delegate tasks Automation Accuracy

How to use Metrics to advance your career How can metrics help you Accuracy and consistency Creates visibility for yourself and your team(s) To toot your whistle Job performance Add/promote Staff Grow teams