Improving Operational Performance in the

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


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



Customer support

Customer Incident ResolutionFirst Level Escalation

KPDs:Number of New Incidents

Incident Arrival Rate

KPDs:First Level Response Time

% Closed on First Call


KPD:% Incidents escalated

# Customer Interactions before Resolution

KPIs:# Open Incidents

Incident Close Rate

Resolution Time

Metrics

Dimensions

OfferingCustomerDelivery FacilityIncident Severity

OfferingCustomer Delivery FacilityIncident Severity




Contract Renewal

Customer Satisfaction Contract RenewalContract Term Negotiation

KPDs:Satisfaction ratings

Outliers & opportunity areas

KPDs:% Contracts Renewed Prior to Term End


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




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


An intuitive, interactive dashboard enables all decision makers to easily visualize, analyze and share information.


Structured layout: Dials, ribbons, dashboard


Dashboards configured for

individual users / groups


Dial-specific valid navigation

paths

Action orientationCapture, export,

analyze

Interactive Visual Analysis

Time controls


“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


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


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]

http://www.mydials.com/

mailto:[email protected]

Improving Operational Performance in the

Business

Transcript of Improving Operational Performance in the