Overview of Departmental Services' Metrics Development
Contents
The table below organizes the current set of DS metrics in 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 metrics definitions and further documentation if needed about how they are produced.
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 PM visits |
Long-term SLAs |
VIP clients |
New Projects and |
Resource Utilization |
Bomgar sessions |
Bomgar sessions |
|
FM virtual servers |
Process Performance |
|
Weekly Consultant Hours |
Time to Resolve |
Typical cycle time per project by type |
Finances |
N and $ of DLC equipment cost-sharing |
revenue from on-call SLAs |
no revenue expectations |
Expected revenue vs budget |
Definitions and Means of Production
to be added as a child of this page -- DS section of definitions and means of production page.
Selected Measures Presentation
DDM
Five (or more) Quarters of Measures
Admin IT visits
You can read more about AdminIT Preventative Maintenance visits at http://ist.mit.edu/services/hardware/adminit
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.
Desktop Renewals
You can read more about the Desktop Renewal Program at http://ist.mit.edu/services/hardware/adminit/renewal
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
Table
Qtr |
Reading |
Δ from last year |
% Δ |
Remarks |
|---|---|---|---|---|
FY09 Q1 |
155 |
was 315 |
|
|
FY09 Q2 |
201 |
was 155 |
|
|
FY09 Q3 |
191 |
was 210 |
|
|
FY09 Q4 |
339 |
was 177 |
|
|
FY10 Q1 |
157 |
was 155 = 2 |
|
|
Graph
Quarters |
Values |
FY09 Q1 |
155 |
Q2 |
201 |
Q3 |
191 |
Q4 |
339 |
FY10 Q1 |
157 |
Long-Term SLAs
what's the url of this service?
Here do a two or three-sentence synopsis of the
Five (or more) Quarters of Measures
Table
Qtr |
Reading |
Δ from last year |
% Δ |
Remarks |
|---|---|---|---|---|
FY09 Q1 |
35 |
was 36 |
|
|
FY09 Q2 |
32 |
was 36 |
|
some DITR consultants were hired by DLCs and took their SLAs with them |
FY09 Q3 |
33 |
was 29 |
|
|
FY09 Q4 |
33 |
was 32 |
|
|
FY10 Q1 |
34 |
was 35 |
|
|
Graph
Quarters |
Values |
FY09 Q1 |
35 |
Q2 |
32 |
Q3 |
33 |
Q4 |
33 |
FY10 Q1 |
34 |
Short-Term SLA hours
what's the url of this service?
Here do a two or three-sentence synopsis of the measure.
Five (or more) Quarters of Measures
Table
Qtr |
Reading |
Δ from last year |
% Δ |
Remarks |
|---|---|---|---|---|
FY09 Q1 |
na |
|
|
|
FY09 Q2 |
na |
|
|
|
FY09 Q3 |
na |
|
|
|
FY09 Q4 |
205 |
|
|
|
FY10 Q1 |
186 |
|
|
|
Graph
Quarters |
Values |
FY09 Q1 |
|
Q2 |
|
Q3 |
|
Q4 |
200 |
FY10 Q1 |
185 |
DS-Plus
what's the url of this service?
Here do a two or three-sentence synopsis of the
Five (or more) Quarters of Measures
Table
Qtr |
Reading |
Δ from last year |
% Δ |
Remarks |
|---|---|---|---|---|
FY09 Q1 |
|
|
|
|
FY09 Q2 |
|
|
|
|
FY09 Q3 |
|
|
|
|
FY09 Q4 |
|
|
|
|
FY10 Q1 |
|
|
|
|
Graph
Quarters |
Values |
FY09 Q1 |
|
Q2 |
|
Q3 |
|
Q4 |
|
FY10 Q1 |
|
DCAD Projects Underway
what's the url of this service?
Here do a two or three-sentence synopsis of the
Five (or more) Quarters of Measures
Table
Qtr |
Reading |
Δ from last year |
% Δ |
Remarks |
|---|---|---|---|---|
FY09 Q1 |
146 |
was 243 |
|
Changed internal project trackign tool to Daptiv; eliminated duplicate project entries in the old system. |
FY09 Q2 |
127 |
was 187 |
|
|
FY09 Q3 |
133 |
was 186 |
|
|
FY09 Q4 |
122 |
was 106 |
|
|
FY10 Q1 |
59 |
was 146 |
|
Under new DS ownership, DCAD again redefined how active projects are counted and reported. Comparisons to the past are problematic. |
Graph
Quarters |
Values |
FY09 Q1 |
146 |
Q2 |
127 |
Q3 |
133 |
Q4 |
122 |
FY10 Q1 |
59 |