Overview of Departmental Services' Metrics Development
Contents
The Metrics Framework table below organizes the current set list of DS metrics in 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.
Below the table are presentations of the measures over five quarters if data is available.
Following the presentations are 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.
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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.
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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 PM visits | Long-term SLAs | VIP clients | New Projects and | |
Resource Utilization | AdminIT PM visits | Weekly Consultant Hours | Tickets Created | FM virtual servers | |
Process Performance | Weekly Consultant Hours | pending requests | pending requests | typical ime to resolve | Typical cycle time per project by type |
Finances | revenue from on-call SLAs | no revenue expectations | Expected revenue vs budget |
Current Means of Production
to be added -- DS section of definitions and means of production page.
Roster Spreadsheet
Selected Measures Presentation
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Admin IT visits
| Info | ||
|---|---|---|
| ||
The AdminIT Program offers specialized desktop IT services to administrative members of the MIT community. The goal of the AdminIT Program is to increase the reliability and stability of administrative computing through standardization, timely hardware and software upgrades, and efficient end-user support. |
Five (or more) Quarters of Measures
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| Column | ||||||||||||||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
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Table
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| Wiki Markup |
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Graph
{chart:type=bar|title=Admin IT Visits |xLabel=Quarters|yLabel=Values|width=250|height=250|colors=navy,gray,gray,gray,navy}
| Quarters | Values |
| FY09 Q1 | 126 |
| Q2 | 187 |
| Q3 | 116 |
| Q4 | 99 |
| FY10 Q1 | 82 |
{chart}
|
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Desktop Renewals
| Info | ||
|---|---|---|
| ||
The Administrative Desktop Renewal Program assists Administrative departments with equipment standardization, lifecycles, and large purchases. Participation is limited to the Administrative community. The Administrative community is defined as personnel whose job is primarily administrative according to their job description and who use most or all of the Administrative applications - SAP, BrioQuery, Roles, SumMIT or Coeus. It is intended for full-time personnel. |
Five (or more) Quarters of Measures
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| Column | ||||||||||||||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
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Table
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| Wiki Markup |
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Graph
{chart:type=bar|title=Desktop Renewals|xLabel=Quarters|yLabel=Values|width=250|height=250|colors=navy,gray,gray,gray,navy}
| Quarters | Values |
| FY09 Q1 | 155 |
| Q2 | 201 |
| Q3 | 191 |
| Q4 | 339 |
| FY10 Q1 | 157 |
{chart}
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Long-Term SLAs
| Info | ||
|---|---|---|
| ||
Here do a two or three-sentence synopsis of the |
Five (or more) Quarters of Measures
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| Column | ||||||||||||||||||||||||||||||
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Table
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| Wiki Markup |
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Graph
{chart:type=bar|title=DLC Long-term SLAs|xLabel=Quarters|yLabel=Values|width=250|height=250|colors=navy,gray,gray,gray,navy}
| Quarters | Values |
| FY09 Q1 | 35 |
| Q2 | 32 |
| Q3 | 33 |
| Q4 | 33 |
| FY10 Q1 | 34 |
{chart}
|
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Short-Term SLA hours
| Info | ||
|---|---|---|
| ||
Here do a two or three-sentence synopsis of the measure. |
Five (or more) Quarters of Measures
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| width | 50% |
|---|
to be developed | to be developed | to be developed | to be developed |
Definitions and Means of Production
The DS Metrics Definitions page holds a table listing metrics we have in some detail, and identifying measures we'd like to build.
Five (or more) Quarters of Measures Presentation
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| Anchor | ||||
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DCAD
| Office Word | ||
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| Anchor | ||||
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MDS
| Office Word | ||
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| Anchor | ||||
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DDM
| Office Word | ||
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| Anchor | ||||
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DS-PLUS
| Office Word | ||
|---|---|---|
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Team Leaders upload fresh versions of their metrics documents here.
| Panel |
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Table
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Qtr
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Reading
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Δ from last year
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% Δ
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Remarks
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FY09 Q1
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na
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FY09 Q2
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na
...
...
...
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FY09 Q3
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na
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...
...
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FY09 Q4
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205
...
...
...
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FY10 Q1
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186
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| Wiki Markup |
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Graph
{chart:type=bar|title=Short-Term SLAs|xLabel=Quarters|yLabel=Values|width=250|height=250|colors=navy,gray,gray,gray,navy}
| Quarters | Values |
| FY09 Q1 | |
| Q2 | |
| Q3 | |
| Q4 | 200 |
| FY10 Q1 | 185 |
{chart}
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DS-Plus
| Info | ||
|---|---|---|
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Here do a two or three-sentence synopsis of the |
Five (or more) Quarters of Measures
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| Column | ||||||||||||||||||||||||||||||
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Table
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| Wiki Markup |
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Graph
{chart:type=bar|title=Something about DS-Plus....|xLabel=Quarters|yLabel=Values|width=250|height=250|colors=navy,gray,gray,gray,navy}
| Quarters | Values |
| FY09 Q1 | |
| Q2 | |
| Q3 | |
| Q4 | |
| FY10 Q1 | |
{chart}
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DCAD Projects Underway
| Info | ||
|---|---|---|
| ||
Here do a two or three-sentence synopsis of the |
Five (or more) Quarters of Measures
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| Column | ||||||||||||||||||||||||||||||
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Table
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| Wiki Markup |
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Graph
{chart:type=bar|title=DCAD Projects Underway |xLabel=Quarters|yLabel=Values|width=250|height=250|colors=navy,gray,gray,gray,navy}
| Quarters | Values |
| FY09 Q1 | 146 |
| Q2 | 127 |
| Q3 | 133 |
| Q4 | 122 |
| FY10 Q1 | 59 |
{chart}
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| Attachments | ||||
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