improving operational performance in the
DESCRIPTION
TRANSCRIPT
Improving Operational Performance in the
Hosting Industry
An Interactive Approach to Visualizing and Analyzing Performance Metrics
Agenda
• Primary Value Streams and associated Performance Metrics
• Best Practices in Metric Visualization and Analysis
• Capturing and Presenting Metrics in Right-time
• myDIALS Overview
• Value-add Service Opportunity
• Summary and Q&A
Primary Value Streams
Primary Value Streams
• Provisioning - Customer Order to Customer Live• SLA Compliance - Service Delivery against SLA’s• Customer Support - Customer Incident to
Resolution• Customer Contract Renewal
• Performance Metrics:• Key Performance Indicators (KPIs) outcome success
measures• Key Performance Drivers (KPDs) affect the outcomes or
KPIs
Provisioning
Customer Order Test and Go LiveSpace Allocation Hardware and Software
KPDs:Average Order Size
Average # Products
Order Lead Time
KPDs:Space Utilization
Power Capacity & Util’n
HVAC Capacity & Util’n
Network Bandwidth & Utilization
Metrics Metrics Metrics
KPDs:Hardware lead time
Software load time
% Reload or rework required
KPIs:% Customer Date Achieved
% Error-free
Time to Go Live
Metrics
Dimensions
CustomerLocation / Sales regionDelivery FacilityExisting / New Business
Delivery Facility OfferingCustomerDelivery Facility
OfferingCustomerLocation / Sales RegionDelivery Facility
Dimensions Dimensions Dimensions
SLA Compliance
SLAs Defined SLA ReportingService Delivery Service Monitoring
KPDs:% Standard Terms
% Specified Penalties
KPDs:Power / Gas / Water Consumption
Staff Productivity
Bandwidth Utilization
Metrics Metrics Metrics
KPD:% Proactive vs Customer Reported Incidents
Incident Resolution Time
KPIs:% Availability Compliance
% Response Time Compliance
% Compliance with Incident Responsiveness
Metrics
Dimensions
OfferingCustomerLocation / Sales regionDelivery Facility
Delivery Facility OfferingCustomerDelivery Facility
OfferingCustomerLocation / Sales RegionDelivery Facility
Dimensions Dimensions Dimensions
Customer support
Customer Incident ResolutionFirst Level Escalation
KPDs:Number of New Incidents
Incident Arrival Rate
KPDs:First Level Response Time
% Closed on First Call
Metrics Metrics Metrics
KPD:% Incidents escalated
# Customer Interactions before Resolution
KPIs:# Open Incidents
Incident Close Rate
Resolution Time
Metrics
Dimensions
OfferingCustomerDelivery FacilityIncident Severity
OfferingCustomer Delivery FacilityIncident Severity
OfferingCustomerDelivery FacilityIncident Severity
OfferingCustomerDelivery FacilityIncident Severity
Dimensions Dimensions Dimensions
Contract Renewal
Customer Satisfaction Contract RenewalContract Term Negotiation
KPDs:Satisfaction ratings
Outliers & opportunity areas
KPDs:% Contracts Renewed Prior to Term End
Metrics Metrics Metrics
KPD:% Contracts with T&C Changes
% Contracts with Price Variance
% Contracts with SLA Changes
KPIs:% Customer Retention
% Renewal with Equal or Better Terms
% Renewal with Higher Revenue
Metrics
Dimensions
OfferingCustomerLocation / Sales regionDelivery Facility
OfferingCustomer Location / Sales regionDelivery Facility
OfferingCustomerLocation / Sales RegionDelivery Facility
OfferingCustomerLocation / Sales RegionDelivery Facility
Dimensions Dimensions Dimensions
Visualization and Analysis Best Practices
Visualization & Analysis
• Present performance metrics in an intuitive, interactive user interface
• Provide embedded expertise, guidance and context to aid understanding
• Enable visual selection and contextual drill into details for rapid root cause analysis
• Support ongoing knowledge capture and user collaboration
• Ensure proactive issue identification and alert notification
Visualization & Analysis
An intuitive, interactive dashboard enables all decision makers to easily visualize, analyze and share information.
Visualization & Analysis
Structured layout: Dials, ribbons, dashboard
Visualization & Analysis
Dashboards configured for
individual users / groups
Visualization & Analysis
Dial-specific valid navigation
paths
Action orientationCapture, export,
analyze
Interactive Visual Analysis
Time controls
Visualization & Analysis
“Drill tree” maintains context
Contextual analysis of a series, bar, segment,
point
Period comparisons and
time shifting
Change dashboard context to one or more dimension
members
Future: Interactive Scenario Analysis
Maintaining Context
Visualization & Analysis
Proactive, Actionable Information
Rules engine processes alert rules immediately new data
arrives
Alert and contextual information including metric values notified to
specified recipients
Alerts can be based on a single metric or complex expressions
Visualization & Analysis
Embedded Expertise and Ongoing Knowledge Capture
Embedded expertise and best practices
Ongoing knowledge capture through annotations including
history
Capturing Metrics in Right-time
Capturing Metrics in Right-time
AggregatedCorrelated
Metrics
ERP
HR System
CRM
Excel
FacilitiesManagement
Databases
Power Monitoring
Trouble TicketSystem
Manual Entry
• Time granularity varies for each metric• Time-series data as well as transactional
data
myDIALS Overview
myDIALS improves operational performanceby delivering timely, relevant, actionable performance
metrics, contextual information and guidance directly to decision makers.
myDIALS Mission
myDIALS Benefits
• Superior usability• Ensures adoption by all decision makers• Interactive Visual Analysis enables quick issue identification
• Holistic view of performance• Combines business, financial and operational data• KPI calculations and aggregations are consistent and embedded• Analyze performance drivers (KPDs) as well as outcomes (KPIs)
• Identify and correct performance issues quickly• Metrics are updated and alerts generated immediately data
changes• Rules engine identifies alert conditions as new data arrives
• Low cost, low risk, quick to deliver value• SaaS delivery model (aligned with Hosting model)• Embedded knowledge and expertise
• Requires minimal IT involvement • User interface is web browser and AJAX – no plug-ins• Data can be uploaded, emailed or directly entered
SaaS Solution Benefits
• Implementation is an order of magnitude quicker than traditional approaches (as quick as 1-2 weeks)
• No heavy infrastructure as required for legacy BI
• Minimal impact to IT resources
• Subscription fees are cost-effective and low risk
• “Single version of the truth” with consistent metrics at all levels of aggregation
Right-time Architecture
File UploadFile Email
Intelligent Metric Processor•Metric Relationship Map•Immediate Metric Processing•On-demand KPI Calculation•Continuous Alert Processing •Multi-dimensional
•Multi-level aggregation•History at all levels•Continuously synchronized
LiveMetricDataStore
Customer Environment
Hosted Environment
EmailAlerts
InteractiveDashboard
I.E.FirefoxSafari
Direct Connect(myCONNECTOR)
Disparate Data Sources
myDIALSWeb
Server
Technology Differentiation
• True multi-tenant and scalable architecture• Intelligent Metric Processing
• Advantages of a multi-dimensional cube• Ability to update and process in real-time
• Ability to connect to disparate data sources• Time-series, transactional, DBMS, spreadsheets, flat files...• myCONNECTOR, file upload, email, manual data entry
• Configuration is encapsulated within an XML file• Ease of portability among like clients
• Continuous data quality improvement• Ability to identify suspect data on load, quarantine and
process
Value-Add Offering
Value-Add Service Offering
• Customer Reporting• Provide comprehensive, interactive, right-time
performance reporting (SLA compliance etc.)• Competitive advantage• Premium offering or component of a premium offering?
• Managed Service Offering• Host and deliver myDIALS for your customers• myDIALS, partner or you can provide implementation
services• Revenue sharing model
myDIALS / Hosting Partnership
• myDIALS can provide implementation, training and consulting
• myDIALS is SaaS and subscription-fee based so is aligned with your pricing model
• myDIALS will provide sales and marketing assistance if you offer the service to your clients
Summary and Next Steps
Summary
• Your business success is dependent on two primary goals:• Customer satisfaction and contract renewals• Efficiency of service delivery
• Visualizing and analyzing the right KPIs and KPDs can help you improve both aspects
• myDIALS capabilities and technology approach can support your goals and business model
Next Steps
• For more information go to www.mydials.com• White papers, self-paced demonstration, other
webinars
• For a presentation or custom demonstration:
• call 1-866-99DIALS (1-866-993-4257) or 303-604-4342
• email [email protected]