1. Creating operations and senior-level metrics DCM 5.1 Operations

2. Session details This session will provide details on how to create weekly metrics and convert to senior management reports. It will also include how metrics can grow your career and your teams career too. At the end of the meeting full reports we be explained and reviewed.

3. Two part presentation  Part one – Metrics building blocks (weekly and monthly)  Part two – Senior management metrics (monthly and annually reporting)  Part three- Show and explain examples of full reports for the above two types of metrics (No Slides for this so you should attend the session, however I will email any attendee requesting copies)

4.  Tangibles -Day to day activities(workloads)  Tickets  Incidents, requests, changes  Facilities testing and PM’s  Monitoring and Alerts  On call  Intangibles -Cost savings -Time savings -Proactive initiatives Part one –Metrics building blocks – what you do (weekly) How do I do this Stuff !

5. One section of a weekly Report

6.  Support -Weekly “workload” numbers combined -Applications & Hardware -Users & customers -Data centers -Projects Completed  Performance -Availability -Service Level Agreements (SLA’s)  Target and Stretch Part one –Metrics building blocks – How well you do it (Monthly)

7. Monthly metrics (Support Items)

8. Monthly Metrics (Workload Items)

9. Support Metrics Totals Applications Internal21 Applications External26 Services639 Servers101 Virtual Machines (VMs)146 Cloud Instances (AMIs)27 Tickets Created 615 Tickets Closed 579- 94% Availability Service Level Agreements (SLAs) Current Month 2010 YTD Comments Data Center One Infrastructure (99.9%) 100%99.953 4 Data Center Two Infrastructure (99.9%) 100% Application SLAs (99.9%) 99.299.7 Acme1 90 minute outage on 7/2

10. Stacked Approach

11. Side by Side

12. Annual Metrics Reports  Summarize:  Easy to read  Workload  Year to year comparisons  Performance -Goals/SLA’s

14.  How can metrics help you -Creates visibility for yourself and your team(s) -To toot your whistle -Job performance -Add/promote Staff -Grow teams How to use Metrics to advance your career

15. Summarizing the two metric types Operations  Understand what is important to measure  Break into smaller components  Continually revise Management/Customers  Know your Audience  Use graphs when possible  Toot your whistle  Easy to read  Consistent reports

16. Review a few complete reports (time permitting, not in handout) Operations Reports  Weekly -Monthly Management reports  Annually -Monthly -Quarterly

17. Un like Maxine… I will try and answer your questions?

18. Thank You John Parker| Data Center Management| Esri| jparker@esri.com jparker@esri.com 909-272-1283