LOPSA East 2013 - Monitoring for the Public Good
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LOPSA East 2013 - Monitoring for the Public Good Presentation Transcript

  • 1. Monitoring for thePublic GoodMike JulianFriday, May 3, 13
  • 2. Who am I?• ORNL operations staff• LOPSA Technical Staff• Generalist IT engineer for ~10 yearsFriday, May 3, 13
  • 3. Who am I?• ORNL operations staff• LOPSA Technical Staff• Generalist IT engineer for ~10 years• I am obsessed with monitoring.Friday, May 3, 13
  • 4. Who am I?• ORNL operations staff• LOPSA Technical Staff• Generalist IT engineer for ~10 yearsFriday, May 3, 13
  • 5. Who am I?• ORNL operations staff• LOPSA Technical Staff• Generalist IT engineer for ~10 years• I am obsessed with data.Friday, May 3, 13
  • 6. A dashboard is a visual displayof the most importantinformation needed toachieve one or moreobjectives; consolidated andarranged on a single screen sothe information can bemonitored at a glance.What is a dashboard?* Stephen Few, Intelligent EnterpriseFriday, May 3, 13The highlighted bits are what I think are the most important points to remember.
  • 7. But first...You need some data!Friday, May 3, 13Visualization is a lot of fun, but it’s no use if you don’t have the right data to display. Finding the data is even more fun, andpotentially much more challenging.So, what data should you get. That depends on what you need to show.
  • 8. Let’s say you wantedto show...• Bandwidth usage: border router(s), SNMPquery• Peak usage hours: databases, networktraffic, VPN usage• User demographics: lots of database work.• There’s always the case that the data maynot exist.Friday, May 3, 13These are just a couple examples of information you might want to show, and where you might find the data for them.
  • 9. Your data is all overthe place• ERP, CRM• Your ticket system• Product databases• Google Analytics• Operational monitoring systems (eg,Nagios)Friday, May 3, 13Your data is stored in lots of places. Google Analytics, your operational monitoring systems, various databases...This is where the engineer in you shines: use your language of choice, SQL, and knowledge of your infrastructure to find thedata and do the necessary magic on it to turn it into meaningful information.
  • 10. Building information dashboards: anexercise in not thinking like an opsengineer.An exercise in not thinking OpsFriday, May 3, 13
  • 11. “What gets measured, gets managed.”- Peter Drucker, management guruFriday, May 3, 13
  • 12. Key Performance Indicator (KPI)A way to measure the progressof a service, program, or initiativetowards the goals.Friday, May 3, 13The purpose of the KPI is to drive change.How do you know you’re doing better or worse without the numbers?KPIs differ depending on use. Bandwidth utilization is a KPI for a datacenter, but perhaps not for a doctor’s office.In fact, they differ within companies. New customer acquisitions is a KPI for marketing and sales, but not for IT. Likewise,Finance doesn’t care about utilization metrics of the ERP system.
  • 13. KPI examplesFriday, May 3, 13
  • 14. You are the CEO of a web hostingcompany. What are your KPIs?KPI examplesFriday, May 3, 13
  • 15. You are the CEO of a web hostingcompany. What are your KPIs?•Total sales (dollar amount)•Total expenses (dollar amount)•Profit margin (percentage)•Number of new customers•Number of cancellationsKPI examplesFriday, May 3, 13
  • 16. You are the CEO of a web hostingcompany. What are your KPIs?•Total sales (dollar amount)•Total expenses (dollar amount)•Profit margin (percentage)•Number of new customers•Number of cancellationsYou are the customer servicemanager for a call center.What are your KPIs?KPI examplesFriday, May 3, 13
  • 17. You are the CEO of a web hostingcompany. What are your KPIs?•Total sales (dollar amount)•Total expenses (dollar amount)•Profit margin (percentage)•Number of new customers•Number of cancellationsYou are the customer servicemanager for a call center.What are your KPIs?•Call volume•Call length•Queue wait time•Number of call abandonsKPI examplesFriday, May 3, 13
  • 18. Let’s build a dashboard!Friday, May 3, 13
  • 19. Let’s build a dashboard!LOPSA Board of Directors DashboardFriday, May 3, 13
  • 20. Let’s build a dashboard!LOPSA Board of Directors DashboardKPIsFriday, May 3, 13
  • 21. Let’s build a dashboard!LOPSA Board of Directors DashboardMembership•New members•Lapsed members•Member satisfactionKPIsFriday, May 3, 13
  • 22. Let’s build a dashboard!LOPSA Board of Directors DashboardMembership•New members•Lapsed members•Member satisfactionFinancial•Program income•Contribution income•Program expenses•Operating expensesKPIsFriday, May 3, 13
  • 23. Let’s build a dashboard!LOPSA Board of Directors DashboardMembership•New members•Lapsed members•Member satisfactionFinancial•Program income•Contribution income•Program expenses•Operating expensesLocals Program•Chapter attendance•New chapters•ConversionsKPIsFriday, May 3, 13
  • 24. Let’s build a dashboard!LOPSA Board of Directors DashboardMembership•New members•Lapsed members•Member satisfactionFinancial•Program income•Contribution income•Program expenses•Operating expensesLocals Program•Chapter attendance•New chapters•ConversionsMentorship Program•Pairing requests•Pairing assignments•Pair ratingsKPIsFriday, May 3, 13
  • 25. Dashboard design tips• Know your audience• Only display relevant data• Both to your audience and your topic• Watch your granularity• Keep it simpleFriday, May 3, 13Your audiences care about different things. Even among IT teams, different metrics matter. Keep this in mind.Granularity: a dashboard is high-level. Look for the balance between showing enough information and too much information.Keep it simple. Eye-candy is great, but don’t overdo it: the purpose of a dashboard is to answer questions quickly.
  • 26. (numbers used not actual values)Friday, May 3, 13Visualization was done with D3.js
  • 27. What does YOUR boss care about?Friday, May 3, 13
  • 28. Let’s try another...Friday, May 3, 13KPIs do not have to be quantitative. Sometimes they’re qualitative.Think of things this way: what information would your boss wish he had in a staff meeting with other managers? Whatinformation shows how well your department is doing?
  • 29. Let’s try another...An IT Manager’s dashboardFriday, May 3, 13KPIs do not have to be quantitative. Sometimes they’re qualitative.Think of things this way: what information would your boss wish he had in a staff meeting with other managers? Whatinformation shows how well your department is doing?
  • 30. KPIs:•Support request volume•Incident resolution time•Customer satisfaction (survey)•Infrastructure availability %•Significant system events•Upcoming changesLet’s try another...An IT Manager’s dashboardFriday, May 3, 13KPIs do not have to be quantitative. Sometimes they’re qualitative.Think of things this way: what information would your boss wish he had in a staff meeting with other managers? Whatinformation shows how well your department is doing?
  • 31. That’s cool and all, but we’reengineers...Friday, May 3, 13But Mike, we’re engineers! What has all this got to do with us?
  • 32. No problem!Friday, May 3, 13It’s got everything to do with you!This has given you some insight into how your boss and executives think. If you start answering their questions before they caneven ask them, what do you think they’re going to do? You’ve just become more valuable to them, and you’ve developed acrucial skill.Remember, IT supports the business.
  • 33. While you’re there...(or: interesting data)What else is in your data that no one hasthought to ask about?Friday, May 3, 13In the course of working on LOPSA projects, I realized an interesting project could be built.
  • 34. LOPSA Membership Heatmap* No PII was used in thecreation of this mapFriday, May 3, 13Don’t worry, no personally identifiable information was used in the creation of this map.This map is fairly obvious: a heat map of active LOPSA members. It’s done in the Google Maps API. On the live version, you canzoom in and see more granularity. At this zoom level, LA and San Diego are just one blob, while they are clearly distinct at acloser zoom.I just used a SQL query, Python, and Javascript for this.
  • 35. Resources• Information Dashboard Design by Stephen Few• Actually, anything by Stephen Few.• What Your CEO Wants You to Know by Ram Charan• For learning how to think like management• A Practical Intro to Data Science - Zipfian Academy blog• Deep intro into data science--for those who really want to getinto it• D3.js (d3js.org)• Awesome visualization libraryFriday, May 3, 13
  • 36. That’s all, folks.mike@mikejulian.comFriday, May 3, 13
  • 37. Thank You for Attending LOPSA-East 13Please fill out the Trainer Evaluationhttp://lopsa-east.org/2013/training-surveyRate LOPSA-East 13http://www.lopsa-east.org/2013/rate-lopsa-east-13Friday, May 3, 13