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h3. Contents


The Metrics Framework table below organizes the current list of DS metrics into a quasi-balanced scorecard format that is consistent across the areas in CSS.   Columns in the table are individual lines of business, usually headed by a Team Leader.  A second piece of the framework is a sub-section on metrics definitions and further documentation if needed about how they are produced. 


The actual values for these metrics are shown in a series of tables in the next section, where we present up to five quarters of data if it is available. 

.

h3. Metrics Framework

In the table below, the left column marks off the "balanced scorecard" quadrants in our metrics framework.  Adjacent columns list by "line of business" the current roster of existing or potential metrics.  The metrics are in various states of development \-\-
*\- bold face* indicates "operational" metrics, with a defined means of production, and a historical record;
\- normal face are for "possible" metrics, that aren't well established now but could be with a small development effort using existing systems;
_\- italic face_  shows "prospective" metrics, desirable metrics that don't know have a path to becoming established.

New metrics ideas can be introduced at any time.  Continuous improvement efforts seek to move prospective metrics to possible, and possible to operational, within the normal operations of the teams involved.



|| Metrics Quadrant || DDM \\ || MDS \\ || DS PLUS \\ || DCAD \\ ||
| Service Outcomes \\
  \\ | Client Sat Surveys slated to begin in Q3 FY10. \\ | Client Sat Surveys slated to begin in Q3 FY10.  | Client Sat Surveys slated to begin in Q3 FY10.  | |
| Service Utilization by the Community \\
\\ | *AdminIT clients* \\
\\
*DLCs enrolled* \\ | *Long-term SLAs* \\
\\
*On Call SLAs*  \\ | *VIP clients* \\
*DLCs covered* \\
\\
*Total machines* \\
\\
  \\ | *New Projects* and \\
*Already in Progress  * \\
\\
*New SLAs* and \\
*SLAs Already in Progress* \\ |
| Resource Utilization \\
in support of the Service \\
\\ | *AdminIT PM visits* \\
\\
*Desktop Renewals* \\
\\
*Bomgar sessions* \\
\\ | *Weekly Consultant Hours* \\
\\
*Bomgar sessions* \\
\\ | *Tickets Created* \\
\\
*Machines Upgraded* \\
\\
*Bomgar sessions* \\ | _FM virtual servers_  \\
\\
\\ |
| Process Performance \\ | _pending requests_ \\
_typical time to resolve_ \\
_ration of requests to staff_ | _pending requests_ \\
_ratio of requests to staff_ | _typical ime to resolve_ \\
\\
_off-hours requests_ \\ | _Typical cycle time per project by type_ \\
  \\ |
| Finances \\ | _to be developed_ \\ | _to be developed_ | _to be developed_ \\ | _to be developed_ |

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h3. Definitions and Means of Production

The [DS Metrics Definitions|https://wikis.mit.edu/confluence/display/CSS/DS+Metrics+Definitions] page holds a table listing metrics we have in some detail, and identifying measures we'd like to build. 


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h2. Five (or more) Quarters of Measures Presentation



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{anchor:DCAD-metrics}


h4. *DCAD*


{viewdoc:name=DS DCAD metrics.doc}


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{anchor:MDS-metrics}


h4. *MDS*


{viewdoc:name=DS MDS metrics.doc}


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{anchor:DDM-metrics}


h4. *DDM*


{viewdoc:name=DS DDM metrics.doc}


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{anchor:DSPLUS-metrics}


h4. *DS-PLUS*


{viewdoc:name=DS DS-PLUS metrics.doc}


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Team Leaders upload fresh versions of their metrics documents here.
{panel}

{panel}
{attachments:old=true|upload=true}


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