Operations KPI Dashboard Example

Dashboard Sections and Visualizations

1. Incident Response Metrics
   • Mean Time to Acknowledge (MTTA)
     • Visualization: Line chart tracking MTTA over time, comparing against the baseline.
     • Key Insights: Trends in response speed, highlighting areas of improvement or decline.
   • Mean Time to Recover (MTTR)
     • Visualization: Bar chart comparing MTTR for different types of incidents.
     • Key Insights: Identify recurring issues causing delays and track the impact of response improvements.
2. Operational Efficiency Metrics
   • Ticket Resolution Time
     • Visualization: Heatmap showing average resolution time by department or team.
     • Key Insights: Identify which teams resolve tickets faster and where bottlenecks exist.
   • Change Failure Rate
     • Visualization: Pie chart displaying the percentage of successful vs. failed changes.
     • Key Insights: Highlight the reliability of implemented changes and areas needing further testing or training.
   • Automation Adoption Rate
     • Visualization: Progress bar indicating the percentage of processes automated compared to a target goal.
     • Key Insights: Measure automation effectiveness and plan for future automation opportunities.
3. Customer Satisfaction Metrics
   • Customer Satisfaction Score (CSAT)
     • Visualization: Gauge chart showing current CSAT score compared to the baseline.
     • Key Insights: Assess customer happiness with services and operations impact on end users.
   • Net Promoter Score (NPS)
     • Visualization: Bar graph of NPS scores over time.
     • Key Insights: Analyze trends in user sentiment and plan actions to improve user experience.
4. Uptime and System Health
   • System Uptime
     • Visualization: Area chart representing system uptime percentage over the past month.
     • Key Insights: Maintain a high system uptime and quickly address any recurring issues.
   • Health Check Failures
     • Visualization: Histogram of the number of health check failures by service or region.
     • Key Insights: Pinpoint which services are experiencing more failures and strategize resolutions.

Supporting Features

• KPIs vs. Baselines Comparison Table
  • List all key metrics alongside their respective baselines and show current performance status with color-coded indicators (green for meeting/exceeding goals, yellow for caution, red for underperformance).
• Alerts and Notifications
  • Highlight KPIs that are deviating significantly from baselines and provide automated alerts for immediate action.

AWS Tools for Implementation

1. Metrics Collection and Monitoring
   • Amazon CloudWatch: Set up monitoring for key metrics like MTTA, MTTR, system health checks, and uptime.
   • AWS Systems Manager: Collect operational data and integrate it with monitoring tools.
2. Visualization and Reporting
   • Amazon QuickSight: Create interactive and shareable dashboards displaying KPIs in a visually appealing manner.
   • Amazon OpenSearch Service: Aggregate and analyze metrics data, enabling advanced visualization options.
3. Automation and Alerts
   • AWS Systems Manager Automation: Automate data collection, report generation, and alert notifications based on KPI thresholds.
   • AWS Lambda: Execute automated tasks such as sending alerts or creating reports when metrics deviate from baselines.

Artifacts

• Operations KPI Dashboard: A dynamic, real-time dashboard displaying key metrics and their progress.
• Baseline Metrics Report: Document detailing baseline values, methods used for calculation, and historical trends.
• Metrics Evaluation Summary: A summary highlighting areas where operations are excelling or need improvement, along with recommendations.