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 Satisfaction or Programmatic  Objective

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

Desktop Renewals

Long-term SLAs

On Call SLAs 

VIP clients
Tickets Created
 

New Projects and
Already in Progress  
New SLAs and
SLAs Already in Progress

Resource Utilization
in support of the Service

Bomgar sessions

Bomgar sessions


FM virtual servers 


Process Performance


Weekly Consultant Hours

Time to Resolve
Level of staff availability
(goal = 100%)

Ratio of requests to available staff

Ratio of consultants to staff compared
to higher ed industry standards

Typical cycle time per project by type
 

Finances

N and $ of DLC equipment cost-sharing

N and $ of DLC equipment ordered on their behalf.

time in reimbursement / cash flow)

revenue from on-call SLAs
Total SLA $

no revenue expectations

Expected revenue vs budget
cash flow

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

Admin IT visits

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 

Table

Qtr

Reading

Δ from last year

% Δ

Remarks

FY09 Q1

126

-4

-3%

 

FY09 Q2

187

22

13%

 

FY09 Q3

116

-107

-48%

AdminIT suffering from staff shortage and a reconsideration of its programmatic objectives.

FY09 Q4

99

-41

-29%

 

FY10 Q1

82

-44

-35%

 

 
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}

Desktop Renewals

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
{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}

Long-Term SLAs

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
{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}

Short-Term SLA hours

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
{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}

DS-Plus

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
{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}

DCAD Projects Underway

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
{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}