This presentation, from Shekhar Dasgupta (Founder, GreenField Software) was an educational session at the Data Center World in Las Vegas on 2nd May 2014. In this session, titled “Digital Services Efficiency: A New Management Scorecard,” Shekhar first outlined management scorecards, including Kaplan & Norton’s Balanced Scorecard. He then discussed why a supplementary scorecard should be used to measure IT efficiencies with respect to specific Data Center operational roles. Finally, he presented how next-gen Data Center Infrastructure Management (DCIM) software would have a role-based Digital Services Efficiency (DSE) framework to achieve organizational objectives and goals. Shekhar made a case for integrating the DSE framework within DCIM Software and extend the scope to cover Key Performance Indicators (KPIs) by different roles in Data Centers, namely: Data Center Managers, Infrastructure & Operations Staff, and IT Staff. This would be similar to the Balanced Scorecard methodologies which now see a place within ERPs. The mantra: What gets measured gets done!

1. 1
Digital Service Efficiency:
- A New Management Scorecard
Shekhar Dasgupta
Founder
GreenField Software

2. 2
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 scorecard
should be used to measure IT efficiencies with respect to specific Data Center
operational roles. Finally, it goes to show how next-gen DCIM software should
build a role-based DSE framework to achieve organizational objectives and goals.

3. 3
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 organizational
objectives & positive outcomes through key measurement parameters
What do they measure?
 People Performance
 Process Efficiency
 Systems Efficiency

4. 4
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 evolved
any IT infrastructure-related KPIs
nor directly linked them to the
BSC framework

5. 5
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?

6. 6
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.Original Designer: Dean Nelson from eBay, Inc.

7. 7
DSE Dashboard
ebay’s real-time dashboard available on http://tech.ebay.com/dashboard

8. 8
Next Gen DCIM
Delivering Role-Based DSE Scorecard

9. 9
DCIM & Role-Based Digital Services Efficiency
Today’s DCIM
• Current DCIM measures real-time:
 IT Asset utilization
 DC Power usage (PUE, CUE)
 Cooling Requirements
 Floor & Rack Space
Occupancy
• Data analyzed for improving
Energy Efficiencies & Capacity
Planning
• Helps to predict & prevent failures
Today’s DCIM
• Current DCIM measures real-time:
 IT Asset utilization
 DC Power usage (PUE, CUE)
 Cooling Requirements
 Floor & Rack Space
Occupancy
• Data analyzed for improving
Energy Efficiencies & Capacity
Planning
• Helps to predict & prevent failures
Next-Gen DCIM
• DCIM DSE will provide Role-Based
Scorecards
• DCIM DSE will provide granular
cost measurement across
complete IT infrastructure
• DCIM DSE scorecard will measure
Infrastructure Capability for
Process Improvements &
Technology Innovations.
Next-Gen DCIM
• DCIM DSE will provide Role-Based
Scorecards
• DCIM DSE will provide granular
cost measurement across
complete IT infrastructure
• DCIM DSE scorecard will measure
Infrastructure Capability for
Process Improvements &
Technology Innovations.

10. 10
Data Center Operations & Roles
Data Center Manager
Facility Staff IT Staff
Data Center Manager: Responsible
for overall data center operations
Data Center Manager: Responsible
for overall data center operations
Data Center Facility Staff:
Responsible for data center facilities
operations
Data Center Facility Staff:
Responsible for data center facilities
operations
Data Center IT Staff: Responsible for
data center IT operations
Data Center IT Staff: Responsible for
data center IT operations

11. 11
DCIM DSE Scorecard
For Facility Staff

12. 12
Data Center Facility Staff
FacilityKRAFacilityKRA
Infrastructure monitoring & health checkInfrastructure monitoring & health check
Scheduled & Preventive MaintenanceScheduled & Preventive Maintenance
Incident and Problem ManagementIncident and Problem Management
Maintaining Energy efficiencyMaintaining Energy efficiency
Uptime ReportingUptime Reporting
FacilityKPIsFacilityKPIs

13. 13
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
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
KRA: Data Center
infrastructure monitoring
& health checkDCIMDCIM
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

14. 14
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
 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
KRA: Preventive &
Breakdown MaintenanceDCIMDCIM
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 Based
Maintenance %
Uptime
Required Time
Spare Part Used Versus
Availability
Immediate Corrective Maint.
Time
Total DT Related to
Maintenance

15. 15
Incident Management KRA & KPIs
DCIM enforces ITSM best practice framework on
data center facility operations and ensures that
all incidents, service requests are tracked till
closure
DCIM enforces ITSM best practice framework on
data center facility operations and ensures that
all incidents, service requests are tracked till
closure
KRA: Incident and Problem
Management
KRA: Incident and Problem
Management
DCIMDCIM
Incident Measures Resolution Measures
Number of Incidents Mean Response Time
versus target response time
Breakdown of incidents at
each stage (logged, WIP
and closed)
Mean elapsed time for
incident 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

16. 16
DCIM: Helping facility staff with their PUE KPI
Ensure a stable PUE for the
data center
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
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)
KPI: Maintain efficiency
level (PUE)
DCIMDCIM
Other power management
measures: watt per sf, RCI
Other power management
measures: watt per sf, RCI

17. 17
DCIM: Helping facility staff in their Uptime KPI
Periodic reporting of
Facility uptime, RTO & RPO
statistics of Facility Services
& subsystems.
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
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
KPI: Facility Uptime as per
SLA
DCIMDCIM

18. 18
DCIM DSE Scorecard
For IT Staff

19. 19
KRA: Data Center IT StaffITKRAITKRA
IT MonitoringIT Monitoring
IT Hardware MaintenanceIT Hardware Maintenance
IT Asset ManagementIT Asset Management
IT Vendor/Contract ManagementIT Vendor/Contract Management
Business ContinuityBusiness Continuity
ReportingReporting
ITKPIsITKPIs

20. 20
Monitoring & Provisioning KRAs & KPIs
Real-time monitoring of resource utilization of IT
devices: server CPU, memory, storage, network
bandwidth.
Real-time monitoring of resource utilization of IT
devices: server CPU, memory, storage, network
bandwidth.
KRA: IT Monitoring &
Provisioning
KRA: IT Monitoring &
Provisioning
DCIMDCIM
Proactive monitoring enables alerts when
thresholds are breached.
Proactive monitoring enables alerts when
thresholds are breached.
Auto Provisioning of Racks & DevicesAuto Provisioning of Racks & Devices
Virtualization Planner Identifies servers that can
be virtualized. Also identifies under-utilized IT
devices; recommends retirement, replacement.
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

21. 21
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
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
KRA: IT Hardware
Maintenance
DCIMDCIM
Scheduled Maintenance Breakdown Maintenance
Age of Device Failure Rate
Criticality of Device based on
utilization and application
hosted
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

22. 22
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 about
redundant assets in HA and DR setup
 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 about
redundant assets in HA and DR setup
KRA: IT Asset ManagementKRA: IT Asset Management
DCIMDCIM
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

23. 23
Vendor/Contract Management KRA & KPIs
 DCIM tracks support renewal dates
 Tracks hardware vendor/supplier and services
provider
 DCIM tracks support renewal dates
 Tracks hardware vendor/supplier and services
provider
KRA: Vendor/Contract
Management
KRA: Vendor/Contract
Management
DCIMDCIM
Vendor Management
% of systems out of support
renewal
% Uptime by device category and
vendor
% Contractor’s Compliance by SLA
terms

24. 24
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
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 ContinuityKRA: Business Continuity
DCIMDCIM
Business Continuity
Recovery Time Objective (RTO)
Recovery Point Objective (RPO)
Actual versus RTO & RPO

25. 25
DCIM: Helping IT staff in their Reporting KRA
DCIM provides superior reporting
on IT infra availability, resource
utilization and incident
management
DCIM provides superior reporting
on IT infra availability, resource
utilization and incident
management
KRA: ReportingKRA: Reporting
DCIMDCIM
Trend Comparison for Multiple Servers

26. 26
DCIM DSE Scorecard
For Data Center Manager

27. 27
KRA: Data Center Manager
DCManagerKRADCManagerKRA
Increase profitability by controlling data center costIncrease profitability by controlling data center cost
Minimize DC failure and improve availabilityMinimize DC failure and improve availability
Improve operational efficiency and meet business SLAImprove operational efficiency and meet business SLA
Data center capacity planningData center capacity planning
Adopt ‘Green’ practices for sustainable DC operationsAdopt ‘Green’ practices for sustainable DC operations
Reports & AnalyticsReports & Analytics
DCManagerKPIsDCManagerKPIs

28. 28
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
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
KRA: Increase profitability
by controlling data center
cost
DCIMDCIM

29. 29
Data Center Manager Availability KRA & PIs
Ability to predict
failures
Better impact analysis
in the event of
subsystem/component
failure
Faster RCA and Turn
around Time capabilities
Ability to predict
failures
Better impact analysis
in the event of
subsystem/component
failure
Faster RCA and Turn
around Time capabilities
KRA: Minimize DC failure
and improve availability
KRA: Minimize DC failure
and improve availability
DCIMDCIM
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

30. 30
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.
 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
KRA: Improve operational
efficiency and meet
business SLA
DCIMDCIM
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

31. 31
Data Center Manager: Capacity Planning KRA & KPIs
Monitor current capacity
utilization
Forecast future capacity
requirement accurately
Design and implement
critical capacities efficiently
without under/over-
provisioning
Monitor current capacity
utilization
Forecast future capacity
requirement accurately
Design and implement
critical capacities efficiently
without under/over-
provisioning
KRA: Data center capacity
planning
KRA: Data center capacity
planning
DCIMDCIM
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 Monitoring
Relative reduction in cost of
production of Capacity Plan
Sources: 1. Clemson Computing & Information Technology
2. IT Process Maps

32. 32
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
 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
KRA: Adopt ‘Green’ practices
for sustainable DC operations
DCIMDCIM

33. 33
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
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 & AnalyticsKRA: Reports & Analytics
DCIMDCIM

34. 34
How Will DSE Scorecard Help Data Center Operations?
Link Back to Organizational Vision & Strategy & BSCLink Back to Organizational Vision & Strategy & BSC
Are the Data Centre
Infrastructure & Capital Costs
aligned to process
improvements?
Have we been able to reduce
Infrastructure OpEx?
Are we maintaining a Risk-free
Data Centre Infrastructure?
Is the infrastructure delivering on
the technology innovation?
Next Gen
DCIM w/ DSE
Scorecard

35. 35
Thank You
Shekhar Dasgupta
shekhar.dasgupta@greenfieldsoft.com
www.greenfieldsoft.com