improving operational performance in the
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Improving Operational Performance in the
Hosting Industry
An Interactive Approach to Visualizing and Analyzing Performance Metrics
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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
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Primary Value Streams
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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
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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
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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
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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
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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
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Visualization and Analysis Best Practices
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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
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Visualization & Analysis
An intuitive, interactive dashboard enables all decision makers to easily visualize, analyze and share information.
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Visualization & Analysis
Structured layout: Dials, ribbons, dashboard
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Visualization & Analysis
Dashboards configured for
individual users / groups
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Visualization & Analysis
Dial-specific valid navigation
paths
Action orientationCapture, export,
analyze
Interactive Visual Analysis
Time controls
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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
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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
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Visualization & Analysis
Embedded Expertise and Ongoing Knowledge Capture
Embedded expertise and best practices
Ongoing knowledge capture through annotations including
history
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Capturing Metrics in Right-time
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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
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myDIALS Overview
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myDIALS improves operational performanceby delivering timely, relevant, actionable performance
metrics, contextual information and guidance directly to decision makers.
myDIALS Mission
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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
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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
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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
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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
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Value-Add Offering
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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
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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
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Summary and Next Steps
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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
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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]