Digital Service Efficiency_A New Management Scorecard_Shekhar Dasgupta

8/11/2019 Digital Service Efficiency_A New Management Scorecard_Shekhar Dasgupta

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Digital Service Efficiency:

- A New Management Scorecard(DCM 10.2)

Shekhar Dasgupta Founder

GreenField Software



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Digital Service Efficiency: A New Management Scorecard

This presentation defines and outlines management scorecards, including Kaplan& Norton’s Balanced Scorecard. It then discusses why a supplementary scorecardshould be used to measure IT efficiencies with respect to specific Data Centeroperational roles. Finally, it goes to show how next-gen DCIM software shouldbuild a role-based DSE framework to achieve organizational objectives and goals.



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Scorecard Examples

Management Scorecards

What are they?

Organizational Performance Management frameworks

• Mix of financial & non-financial measures against benchmarks

• Started in late 1970s by Dr. Aubrey Daniels

•

Goal: alignment of top management towards common organizationalobjectives & positive outcomes through key measurement parameters

What do they measure?

People Performance Process Efficiency

Systems Efficiency



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Balanced Scorecard

• Developed by Kaplan & Norton in

1990s

• Linked company strategy to Financial

& Non-Financial KPIs

• Multiple variants, including industry-

specific templates

• Technology recognized as enabler for

business process efficiencies and

driver for innovation and growth

• Observations:

Tool for objectively incentivizing

executives on non-financial KPIs

Practitioners have not evolvedany IT infrastructure-related KPIs

nor directly linked them to the

BSC framework



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Why a New Scorecard for Data Centers?

• For the Data Center to function effectively/compete better

• Who are responsible to make that happen?

• How does one measure the new processes are being managed effectively?

• What are the costs and how do they measure against benchmarks?

• How does one measure that the innovations/ new systems are delivering

desired outcomes?



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Digital Service Efficiency: A New Scorecard for Data Centers.

“Digital Service Efficiency (DSE) methodology is ebay’s miles-per-gallon (MPG)

equivalent for viewing the productivity and efficiency of technical

infrastructure across four key areas: performance, cost, environmental impact

and revenue”.

“The DSE methodology equips decision-makers to see the results of their

technical infrastructure choices to date (i.e., what MPG they achieved with

their design and operations), and serves as the flexible tool they need when

faced with making new decisions (i.e., what knobs to turn to achieve maximum

performance across all dimensions). Ultimately, DSE enables balance within the

technology ecosystem by exposing how turning knobs in one dimension affects

the others”.

Original Designer: Dean Nelson from eBay, Inc.



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DSE Dashboard

ebay’s real-time dashboard available on http://tech.ebay.com/dashboard



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Next Gen DCIM

Delivering Role-Based DSE Scorecard



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Data Center Operations & Roles

Data Center Manager

Facility Staff IT Staff

Data Center Manager: Responsible

for overall data center operations

Data Center Facility Staff:

Responsible for data center facilities

operations

Data Center IT Staff: Responsible fordata center IT operations



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DCIM DSE Scorecard

For Facility Staff



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Data Center Facility Staff

F a c i l i t y K R

A

Infrastructure monitoring & health check

Scheduled & Preventive Maintenance

Incident and Problem Management

Maintaining Energy efficiency

Uptime Reporting F a c i l i t y K P

I s



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Infrastructure Monitoring KRA & KPIs

DCIM provides better DC facility monitoring by

Real-time monitoring of power systems >

Electrical panels (HT & LT panels), UPS, PDUs

(row & rack)

Real-time monitoring of cooling systems >

Chillers, PACs, AHU Real-time monitoring of environmental

statistics of DC > temperature, humidity, water-

leak, smoke, fire

Ability to monitor above subsystems through a

single dashboard and get alerts on abnormal

conditions over email/SMS

KRA: Data Center

infrastructure monitoring

& health check

D C I M

Cooling KPIs UPS KPIs Environment KPIs

Fan Runtime Utility Line & Output

Voltage

Cabinet Internal

Temperature

Supply Air

Temperature

Power Loss Cabinet Internal

Humidity

Supply Air Humidity UPS Load Room Ambient

Temperature/Humi

dity

Rack Cooling Index Remaining Battery

Capacity

Smoke

Return Temperature

Index

Internal UPS

temperature

Water Leak

Detection

Return Air Humidity UPS battery run time

remaining before

battery exhaustion

Cabinet Door Ajar

Power Consumption

(kW)

The elapsed time since

the UPS has switched to

battery power

Motion



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Maintenance KRA & KPIs

Real-time monitoring & alerts help staff

during routine checks as well as preventing

failures of facility equipment.

Helps scheduling routine maintenance for

facility devices

Breakdown maintenance analysis prevents

similar failures or enables faster recovery

KRA: Preventive &

Breakdown Maintenance

D C I M

Scheduled Maintenance Breakdown Maintenance

Age of Device Failure Rate

Criticality of Device Mean Time Between

Failures

Date of Last Check-Up Mean Time To Repair

Check-Up Frequency Total Maintenance Cost

Asset Replacement Value

Condition BasedMaintenance %

UptimeRequired Time

Spare Part Used Versus

Availability

Immediate Corrective Maint.

Time

Total DT Related to

Maintenance



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Incident Management KRA & KPIs

DCIM enforces ITSM best practice framework on

data center facility operations and ensures that

all incidents, service requests are tracked tillclosure

KRA: Incident and Problem

Management

D C I M

Incident Measures Resolution Measures

Number of Incidents Mean Response Time

versus target response time

Breakdown of incidents ateach stage (logged, WIP

and closed)

Mean elapsed time forincident resolution (Turn

around Time)

Number and % of major

incidents

% of incidents resolved

within target resolution

time

Number of incidents

reopened as % of total

Number and % of incidents

incorrectly assigned

Breakdown of incidents by

time of day

Number and % of incidents

incorrectly categorized



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DCIM: Helping facility staff with their PUE KPI

Ensure a stable PUE for the

data center

DCIM monitors data center PUE at real-time and

also does analytics on historical PUE data to

recommend ways to improve PUE

KPI: Maintain efficiency

level (PUE)

DCIM

Other power management

measures: watt per sf, RCI



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DCIM: Helping facility staff in their Uptime KPI

Periodic reporting of

Facility uptime, RTO & RPO

statistics of Facility Services

& subsystems.

DCIM provides Facility Uptime and recovery

metrics. Includes reporting on health &functional statistics of facility subsystems like

power, cooling and environmental components.

DCIM provides dashboards, analytics and

scheduled reports on facility uptime, DC energy

efficiency (PUE) and incident management

KPI: Facility Uptime as per

SLA

DCIM



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DCIM DSE Scorecard

For IT Staff



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KRA: Data Center IT Staff

I T K R A

IT Monitoring

IT Hardware Maintenance

IT Asset Management

IT Vendor/Contract Management

Business Continuity

Reporting

I T K P I s



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Monitoring & Provisioning KRAs & KPIs

Real-time monitoring of resource utilization of IT

devices: server CPU, memory, storage, network

bandwidth.

KRA: IT Monitoring &

ProvisioningD C I M

Proactive monitoring enables alerts when

thresholds are breached.

Auto Provisioning of Racks & Devices

Virtualization Planner Identifies servers that can

be virtualized. Also identifies under-utilized IT

devices; recommends retirement, replacement.

Monitoring Provisioning

CPU Utilization Time to Harden a New

Server

Memory Utilization Time to Provision a New

Device

Power Consumption Time to Provision New Rack

space

Storage Utilization versus Free

Storage

Time to Virtualize a new

system

Server Uptime versus Target Time to replace a legacy

system

Failures Prevented Due to

proactive monitoring

Time to decommission a

legacy system

Failures due to human errors Time to install patches &

updates



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IT Hardware Maintenance KRA & KPIs

DCIM helps schedule preventive

maintenance (PM) based on following:

Age of a device as recorded in DCIM

Utilization/load of device as monitored by

DCIM

DCIM helps IT staff understand cascading

effect of temporary unavailability (due to

PM) of a particular device: send prior

notification

KRA: IT Hardware

Maintenance

D C I M

Scheduled Maintenance Breakdown Maintenance

Age of Device Failure Rate

Criticality of Device based on

utilization and applicationhosted

Mean Time Between

Failures

Date of Last Check-Up Mean Time To Repair

Date of last upgrade/nature of

upgrade

Total Maintenance Cost

Asset Replacement Value

Condition Based Maintenance

%

Uptime

Required Time

Spare Part Used Versus

Availability

Immediate Corrective

Maint. Time

Total DT Related to

Maintenance



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IT Asset Management KRA & KPIs

DCIM serves as enterprise asset

management software for both IT & Facilities.

DCIM auto-discovers intelligent assets and

creates asset database.

DCIM helps manage IT asset relationships

DCIM also maintains information aboutredundant assets in HA and DR setup

KRA: IT Asset Management

D C I M

Asset Management

Time taken to add or delete intelligent &

Non-intelligent asset

Time taken to update due to MAC

Time taken to add interdependencies

between assets

% accuracy of asset database

% Over & Under Provisioned



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Business Continuity KRA & KPIs

DCIM helps in better impact analysis of outages

and in faster RCA of any incident and thereby

helps in faster turn-around-time

KRA: Business Continuity

D C I M

Business Continuity

Recovery Time Objective (RTO)

Recovery Point Objective (RPO)

Actual versus RTO & RPO



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DCIM: Helping IT staff in their Reporting KRA

DCIM provides superior reporting

on IT infra availability, resource

utilization and incident

management

KRA: Reporting

D C I M

Trend Comparison for Multiple Servers



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DCIM DSE Scorecard

For Data Center Manager



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KRA: Data Center Manager

D C M

a n a g e r K R A

Increase profitability by controlling data center cost

Minimize DC failure and improve availability

Improve operational efficiency and meet business SLA

Data center capacity planning

Adopt ‘Green’ practices for sustainable DC operations

Reports & Analytics D C M

a n a g e r K P I s



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Data Center Manager Cost & Profitability KRA & KPIs

Control CapEx: Repurpose under-utilized

servers

Discover stranded capacities

& defer costly upgrade

Reduce OpEx:

Reduce cooling costs

Reduce server footprint

KRA: Increase profitability

by controlling data center

cost

D C I M



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Data Center Manager Availability KRA & PIs

Ability to predict

failures

Better impact analysis

in the event of

subsystem/componentfailure

Faster RCA and Turn

around Time capabilities

KRA: Minimize DC failure

and improve availability

D C I M

Actuals

Number of Incidents/alarms

SLA Benchmarks

Breakdown of alarms at each

stage (logged, WIP and

closed)

Major alarms by type

Facilities: Fire, Temp, ….

IT: Server, Storage,

Application…

RTO

RPO



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Data Center Manager Operational Efficiency vs. SLA

DCIM automates critical data center processes

like Asset Management, Capacity Planning and

Provisioning, thereby minimizing human error,increasing accuracy and data integrity and

improving operational efficiency of the data

center.

KRA: Improve operational

efficiency and meet

business SLA

D C I M

Actuals

Asset DB Accuracy

SLA Benchmarks

Time and Cost to Provision

additional resources

Availability by Servers,

Storage and Applications

Watt Per Rack and Watt per

sq ft

PUE & CUE



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Data Center Manager: Capacity Planning KRA & KPIs

Monitor current capacity

utilization

Forecast future capacity

requirement accurately

Design and implementcritical capacities efficiently

without under/over-

provisioning

KRA: Data center capacity

planning

D C I M

Monitoring Planning & Forecasting

Incidents due to Capacity Shortages Exactness of Capacity Forecast

Capacity Adjustments % reduction in panic buying

Unplanned Capacity Adjustments% reduction in lost business due to

inadequate capacity

Resolution Time of Capacity Shortage Capacity Reserves

Percentage of Capacity MonitoringRelative reduction in cost of

production of Capacity Plan

Sources: 1. Clemson Computing & Information Technology

2. IT Process Maps



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Data Center Manager ‘Green Practices’ KRA & KPIs

Monitor energy

consumption in the data

center till the lowest level

Find ways to reduce

energy consumption and

improve efficiency Ensure that DC operations

comply with organization’s

sustainability goals

KRA: Adopt ‘Green’ practices

for sustainable DC operations

D C I M



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Data Center Manager Reporting KRA & KPIs

Reports & Analytics on

- Uptime and availability

- Energy efficiency and health

- Data center costs and

savings- Capacity/Resource

utilization and availability

- Operational efficiency and

SLA Compliance

KRA: Reports & Analytics

D C I M



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How Will DSE Scorecard Help Data Center Operations?

Link Back to Organizational Vision & Strategy & BSC

Are the Data CentreInfrastructure & Capital Costs

aligned to processimprovements?

Have we been able to reduceInfrastructure OpEx?

Are we maintaining a Risk-freeData Centre Infrastructure? Is the infrastructure delivering onthe technology innovation?

Next GenDCIM w/ DSE

Scorecard



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Thank You

Shekhar [email protected]

Mobile: 408-431-1044

Digital Service Efficiency_A New Management Scorecard_Shekhar Dasgupta

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