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| Name | Definition and Source | Current Understanding of Metric | Producer and Detailed Means of Production | Published At | Other Notes |
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| DDM Preventative Maintenance | Visits requested of DLCs based on their schedule for maintenance. | Chuck alerts DLC individuals that their checkup is due; many schedule a visit (some do not). | Chuck K |
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| DDM Desktop Deployments | Deployments done | The goal is to even out resource load by having a similar number of refresh deployments per quarter. You don't want a surge every three years, or in a particular quarter; levelling would require acceleration of some requests to load balance. | Chuck K |
| True comparisons here are best done with data from 3 years ago (which was when this set of equipment was last refreshed.) |
new | DDM Client DLCs Enrolled | Number of different DLCs with enrollment in the program | How broadly across the Institute does the coverage extend? | Chuck K |
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| Bomgar Utilization | Bomgar sessions by Team | Bomgar is the current tool for remote interaction with a client's computer from an agent's machine. IS&T has a set of licenses for the DS service and Call Center, and shares some with Sloan. How much is it being used? | Chuck K runs a report on the Bomgar server | QR | Research is going on into whether WebEx can replace this, but Bomgar will be around for FY2010. |
| MDS SLAs | Count of DLC Long-Term SLA clients | Usually annual contracts for a certain number of consulting hours committed per week. this is the count of DLCs with such relationships, regardless of size. | Chris Lavallee | QR | Chris has a Word doc table that I need to update these from |
| MDS SLA hours | Long-Term SLA Hours Per Week | Weekly Consulting hours is the aggregate of the Long-Term SLA time commitments per week. It has a direct effect on staffing levels in the team. | Chris Lavallee | QR | Chris has a Word doc table that I need to update these from |
| MDS OnCall SLAs | Count of tickets of this type created | This covers short-term project work or fix-its not in the scope of the Long-Term SLAs. Charges for time and materials. | Chris Lavallee | QR | Chris has a Word doc table that I need to update these from |
New | DS PLUS Clients | N of individuals covered by the program | How many people are being covered? Has a direct impact on staffing the service, especially if 100% availability is the goal. | Pat Curtis | QR | This one is new for Q2 actually. |
New | DS PLUS Tickets | Tickets created | Total tickets in RT DS::DSPLUS queue. | Pat Curtis | QR | Pat says that RT doesn't tell the whole story in this relationship-driven work queue. Sometimes the team does work and then creates tickets about it a while afterward. |
| DCAD New Development Projects | Count of Development Projects that are New this quarter | Total or broken down by type, represents the new crop of work as old work finishes up. | Jeff Reed |
| Desired to break this down by DCAD Project Type; current Daptiv report can do that. |
| DCAD Development Projects Already Underway | Count of Development Projects that were already started and carried on during the quarter. | This is the load of ongoing work to which the new projects are added to get total load on the consultants. | Jeff Reed |
| Desired to break this down by DCAD Project Type; current Daptiv report can do that. |
| DCAD New SLAs | Count of SLAs acquired this quarter |
| Jeff Reed |
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| DCAD Ongoing SLAs | Count of SLAs already in the portfolio |
| Jeff Reed |
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