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Overview
Share our experiences with managing operational performance via metrics in IT Our approach
Choosing the right metrics Method of sharing Developing action plans and improvement
Examples
Mean Time to Repair (Support Groups) Average Speed of Answer (Help Desk) Enterprise Data Warehouse Data Currency
Q&A
10/23/2008 Improving the Performance of IT Operations
Less About
1. 2. Explaining month to month variances Praises when better than target and dissatisfaction when worse Reacting to bad news without analysis 1.
More About
Understanding the natural variation in a process Knowing how performing against customer desires Developing thoughtful action plans
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New Approach
Focus on metrics that are meaningful to both the support organization and their customers Supportive and targeted Individualized Less about charting, more about analysis and improvement
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Metric Development
Bring group management, key employees and customers together Brainstorm ways that demonstrate that we:
Dont let it break
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Metric Development
Dont let it break
Customer Focused Back Office Focused
Reactive
Proactive
Reactive
Proactive
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Variants
Project Management
Dont let it be late It its late, minimize the impact fast Plan it right the first time
Architecture
Dont let the design be incorrect It its incorrect, fill the gap quickly Design it right the first time
Security
Dont let them compromise data If they do, catch them fast Plan security right the 1st time
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Repeat TAC calls to vendor Mean Time to Repair Spanning Tree Convergence Time
Interface Errors
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Why-Because Pursuit
Common Themes
Understanding of requests Ticket monitoring External noise Varying effort Priorities Timing of ticket entry
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Comparison of Capability
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Results
Process now operates at 3 sigma Reduced wait time by 4 minutes
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Results
Problem appeared to be workload related, but proved to be both process and workload Now operates at > 4 sigma
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Illustration of Improvement
NOTDONE DONE NOT YET!! YET!!
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Problem Statement The EDW Nightlies Informatica data load needs to be more consistent on a day-to-day basis resulting in less load errors, faster reaction times to errors, and overall improved load completion times.
Action Plan:
A. Modify OBIEE parameter settings to reduce extra database processes from application. Modify PEDW data parameter to increase shared memory allocation to database thus eliminating database lockups. Add SiteScope Alerts on critical load failures (w/ Command Center callouts to EDW Support) by end of Sept Add SiteScope Alerts when critical loads do not start on time (w/Command Center callouts to EDW Support) by middle of Oct Upgrade PEDW to 10g on RAC by end of Oct Upgrade Informatica to 8.6 by end of Nov
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B.
Current Status / Updates OBIEE changes done and work well. PEDW shared memory allocation parameters modified (8/20) and appear to have solved the lockup problems. We will continue monitoring. SiteScope alert on failure in progress, working out bugs involving Command Center action. SiteScope alert on load schedule miss is being designed. PEDW upgrade to 10g/RAC planned for week of Oct 6 with Oct 13 completion date. SEDW testing going well. Informatica 8.6 upgrade still being planned.
C.
Expected Results
EDW Nightly load times and load error metrics will be capable as a result of these changes. The upgrade to 10g/RAC and Infa 8.6 should improve the completion times by at least 30% over the current 9i and Infa 7.1.3 infrastructure.
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E. F.
Lessons Learned
Those that volunteer first have been most successful If youre not happy with the metrics, start over Involve the front line employees Review in small groups, monthly at a minimum Share the results with your customers Document your successes!
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Wrap Up
Matured our metrics program Collaborative approach to metric selection Focused on action planning and improvement Individual success stories
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Q&A
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