Open vs Closed: is it growing greater than one? New trend? Want this to be 1.
SLA exceptions should be 0 as target. Express as limit.
Number of after hours requests is a measure of community understanding of operations policy
Reliability, availability of infrastructure services - many of these have SLAs. The numbers are meant to guide internal performance.
From the defined metrics, there is nothing that measures "customer satisfaction". Need to create a survey for this.
Alain: need interpretation for some of the operational metric risk factors.
Worried about how the BSC is interpreted. "Lots of yellow" - how will the ET will respond. Cannot repeat long interpretive discussions. Need to demonstrate we've thought critically, and synthesize. No new technologies.
Alain: does this reflect worries, or where problems actually are.
Note linkages to recent strategic accomplishments document - hope to be revised.
Want Operations dashboard to link up with Jira dashboard
Jim and Rob G will discuss offline - interpretation