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Od services v2

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Od services v2 Od services v2 Presentation Transcript

  • On Demand ServicesBusiness Improvement Plan
    Justin Brodley
    Director On-Demand Operations
  • 2
    • 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)
    | © 2010 nGenera Corp. All Rights Reserved.
    Where are we Today
    2
  • Overview
    Increase Saas Knowledge
    Automated Deployment
    Optimize ODS environment
    Increased Awareness internally
    Proactive Incident Resolution
    24/7 Coverage
    Increased Uptime
    Empower Support
    Standardized Implementations
    Staff Utilization
    90% Reduction in Incidents (SEV A)
    Reduced Downtime Credits
    99.9% Uptime
    DC & Application
    80% Margins
    Ticket & Backlog by Month
    Customer Satisfaction
    <10% Churn
  • 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
    | © 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
    • 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
    | © 2010 nGenera Corp. All Rights Reserved.
    60 Days
    6
  • 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
    | © 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
    | © 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