Why it’s important
Establishing goals to collect the right performance data will provide the team, service owners, and/or leadership with overall metrics (1) for successfully managing your service, (2) assessing the success of or potential problems with your service, (3) for data-informed decision making, (4) for best-serving user needs, and (5) for demonstrating the value of your service. Determine what performance indicators make sense for your service and make the data available.
What to consider
- What does success look like for the service? What key metrics will the team collect and where will your team access the data?
- How have these metrics performed over the life of the service?
- What system monitoring tools are in place? Are you finding service issues which could have been identified first through monitoring, but are instead identified through the DoIT Help Desk?
- How does the team respond to incidents? What is the team’s post-mortem process?
- Which tools are in place to measure user behavior? Customer satisfaction?
Put this principle into action
In the early stages:
- Define service goals, signals and metrics to determine service success
- Save data in a shared team space; share appropriate metrics
As you progress:
- Monitor system-level resource utilization in real-time
- Monitor system performance in real-time (e.g., response time, error rates); create automated alerts
- As the development of the service evolves:
- Monitor analytics and metrics frequently to discover trends, determine how well the service meets your users’ needs; adjust when needed
Dig deeper into this principle
The Metrics and Data Analytics Team can help you gather metrics.
The Center for User Experience can help you set user-focused goals.
The DoIT Help Desk can help you collect offline performance data.
Contact DoIT’s Event Management & Monitoring team to set up service alerts and monitoring.
Please send feedback to the DoIT Interoperability Team. We welcome your input!