Od services v2

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Od services v2

  1. 1. On Demand Services Business Improvement Plan Justin Brodley Director On-Demand Operations
  2. 2. 2| © 2010 nGenera Corp. All Rights Reserved. Where are we Today •Revenue: • Q1: $1,768,934 • Q2: $2,005,425 •Gross Margin: • Q1: 81% • Q2: 81% •Hosting Credits: • Q1: $4,603.75 • Q2: <BUG> •Customers • June: 210 • Q1 Churn: 4% • Q2 Churn: 5% •Incidents per week: •Ticket Closure by week: •Backlog Run rate: •Application Uptime: 99.84% (Average) 2 $- $500,000.00 $1,000,000.00 $1,500,000.00 $2,000,000.00 $2,500,000.00 Q1 Q2 Revenue YTD June May April Mar Feb Jan
  3. 3. Overview Timeline 30 Days 60 Days 120 Days Q4 People Hire 4th Head Count Upgrade PM & System Administrator India to Celestial Process Standardize SOP’s. Increased Support/Dev Interaction - Document Everything - Implement Basic Capacity Planning - RCA Process - Reduce Handoffs between Teams Enhance Change Management Self Service for Support Problem Management Architecture New High- Availability Design & Architectural review Implement Proactive Monitoring Automate Common Tasks Platform segmentation HA for legacy Customers Outcomes Metrics & Targets Increased Uptime Empower Support Proactive Incident Resolution Automated Deployment Increased Awareness internallyStandardized Implementations Optimize ODS environment Increase Saas Knowledge 24/7 Coverage 99.9% Uptime DC & Application 90% Reduction in Incidents (SEV A) Staff UtilizationTicket & Backlog by Month 80% Margins Customer Satisfaction <10% Churn Reduced Downtime Credits
  4. 4. Metrics •Revenue & Gross Margin • Goal: Revenue Increase, Margin Maintain 80% • Current: • Measuring: Yes •Hosting Credits: • Goal: Less then $10,000 per qtr • Current: • Measuring: Yes •Incidents • Goal: Reduce SEV A incidents to less then 3 per month • Current: 6-8 per week • Measuring: Yes •Ticket Volume & Backlog • Goal: Reduce SEV B, C, D tickets via Self Service Tools • Current: • Measuring: Yes •HW/Datacenter Uptime • Goal: 99 (Increase to 99.99% by end of Q4) • Current: 100% • Measuring: Yes •Application Uptime • Goal: 99% (Increase to 99.9% by end of Q4) • Current: 99.48% • Measuring: No – Data is unreliable, Focus area for Q3 •Customer Churn • Goal: <10% Customer Churn • Current: • Measuring: Tracking data, New Metric •ODS Staff Utilization • Goal: Identify work types for Automation focus, baseline current team • Current: N/A • Measuring: No. Implemented on July 30th, too soon for data 4| © 2010 nGenera Corp. All Rights Reserved.4
  5. 5. 5| © 2010 nGenera Corp. All Rights Reserved. 30 Days •Staffing  Complete hiring on open requisitions  Replace PM & System Administrator •Standardize Architecture & Process •Eliminate Silo’s between Engineering, Operations and Support Organizations  Implement monthly operations review  Inter-Department meetings • Establish Weekly meetings with support • Establish bi-weekly meetings with engineering •Infrastructure  Optimize infrastructure licensing structure •Establish metrics •Evaluate CWT stabilization project  Identify solutions that are applicable to all customers, implement 5
  6. 6. 6| © 2010 nGenera Corp. All Rights Reserved. 60 Days • Document all existing customers and deployments  Know where customers live in the environment  Increases accuracy of communications • Enhance Monitoring platform  Focus on proactive monitoring  Provide historical data  Available to everyone in the company • Establish strong incident management and RCA processes  Reduce repeated mistakes  Improve visibility internally  Fix issues vs providing bandaids • Support & ODS handoff  Templates for standard issues • Capacity Planning  Identify Key Performance Indicators 6
  7. 7. 7| © 2010 nGenera Corp. All Rights Reserved. 90 Days •Enhance change requests  All Changes will have an SOP’s  All changes will have Change, Test and rollback plans  CAB meetings established between Engineering, Support and ODS for high risk •Review new features and establish operational readiness criteria •Self Service capabilities for Support & Professional Services •Optimize Datacenter Hardware 7
  8. 8. 8| © 2010 nGenera Corp. All Rights Reserved. Key needs from Engineering/Product Management • Representation at Monthly & Weekly ODO meetings • Review of All-Go Forward architectures for KB and CIM products • JAD/ARB Process  Focused approach to architecture and design  Eliminates surprises about new release requirements • Installation Enhancements  Installation/upgrade methods that can be scripted instead of utilizing installers  Logging to improve troubleshooting of upgrade/installations  Should apply to all code releases (Hotfix, Service Pack, Release) • Application Performance monitoring  Native Debug methods vs. utilizing Debug Diag  Instrumentation of all functions/services in product  Allows for self-healing capabilities to be built into the product • Performance Testing  Similar environment to ODS • Product Roadmap for Operations enhancements • Roadmap for SaaS for Channels and KB products 8
  9. 9. 9| © 2010 nGenera Corp. All Rights Reserved. Long Term •India structure and processes •2011 Budget alligned with business requirements & Growth •Replicated production environments for development •Problem management processes •Security enhancements (SAS70, PCI and ISO27002) 9

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