An in-depth explanation of the technology operation indicator system

Introduction

Every technology worker can list several technology operation indicators, such as transaction volume, response time, response rate, success rate, etc. These metrics are quantitative assessments of work in an area of ​​operations. However, in order to evaluate the overall level of technology operations, it is necessary to establish an indicator system for technology operations, obtain overall information, and then use this information to drive the development of operations and achieve organizational goals.

## Construction goals and positioning

G Bank establishes technology The operational observability index system provides managers with a multi-dimensional and refined operational management analysis framework, and uses this as a starting point to improve the center's operational management capabilities, decision-making level and service quality. The construction of the indicator system follows the four principles of being quantifiable, comparable, action-oriented, and adaptable to multiple scenarios, focusing on actual business scenarios and supporting applications at different levels.

Design ideas

##The application scenario is based on OSM and Designed by UJM’s indicator system. Goals, strategies, and metrics are represented as Objective, Strategy, and Measurement in the OSM model respectively. User Journey Map corresponds to the operation and maintenance journey map. Structure business goals through OSM, and then integrate UJM and operation and maintenance scenarios.

The following is the OSM hierarchical structure:

OSM hierarchical structure

Combine OSM with the UJM model, and use user experience as an important reference indicator of the UJM model. By monitoring technology operation indicators, we can understand the stability, performance and security of systems and services, thereby better supporting and improving user experience. The process is organized as follows based on user experience, capacity management, security, service support, etc.

##Indicator System Capability Matrix

##Due to different goals and perspectives, multiple sets of indicators are needed The system jointly guides technology operations. Bank G has now formed two major indicator system frameworks: "horizontal management" and "vertical operation and maintenance", which are explained below.

##Based on landscape orientation Management indicator system framework

In the horizontal operation management system, the top level focuses on the work goals of ensuring safety, improving efficiency, discussing benefits, and optimizing services. At the strategic level, it covers resource management, resource delivery, service support, operation guarantee, and safety. The five elements of control and operation management activities are broken down into specific indicators.

#Based on the vertical operation and maintenance indicator system framework

Vertical operation and maintenance management takes application as the core, starting from the business end, and calling dependencies from top to bottom according to the IT system, and is divided into five layers of technical indicators: application layer, network layer, resource layer, middleware layer, and database layer. Finally, an indicator framework was established to comprehensively evaluate the health status of application systems and achieve three-dimensional analysis.

If the daily transaction volume of an important channel system has recently been higher than the peak, and the utilization of CPU, memory, etc. is high, it is necessary to follow up the business operation status in a timely manner and consider issues such as resource expansion.

Indicator System Application Practice

The following introduces the horizontal operation of G Bank Technology Management indicator system construction practice.

Resource Management

In terms of resource management, resource management efficiency is improved through refined control of resources. Mainly starting from the aspects of data center operation and maintenance scale, resource utilization, digital capabilities, etc. The operation and maintenance scale indicators mainly include the size of the computer room, the number of equipment, the number of software, cloud resources, the number of operation and maintenance personnel, etc.; the resource utilization indicators include the computer room usage efficiency, equipment resource utilization, and cloud resource utilization; the digital capability indicator refers to the As the core assets in the digital economy era, data elements provide continuous operation and management of operation and maintenance data assets through access, use, quality compliance and other aspects.

Resource delivery

In terms of resource delivery, consider the hardware and software resources required during the operation and maintenance process. The delivery capabilities of resources are reflected in digital form to achieve rapid, accurate and reliable capability management of resource delivery.

Service Support

In Service Support In terms of aspects, from the perspective of changes, production, and problems during the operation and maintenance process, digital indicators are used to reflect the relevant service support of the application system to achieve efficient management of the data center's service support capabilities.

Operation Guarantee

In terms of operational guarantee, considering the relevant guarantee work in the process of scientific and technological operations, monitoring, disaster recovery, Batch operation, event and availability indicators are reflected in digital form to achieve stable and reliable management of the operation guarantee of the business system.

Safety management and control

In terms of safety management and control, we consider safety management and control capabilities from the aspects of scientific and technological operation safety compliance, emergency response, etc. Relevant indicator data are reflected so that the management and control capabilities of the data center's safe operations can meet the requirements of internal and external environments.

Summary

There is no optimal solution to the technology operation indicator system; It is designed and continuously iterated by the enterprise based on its own development stage, strategic planning, target audience, business process and other factors; a good indicator system can help us find operations, management and strategies to improve the business, and drive all levels to adopt corresponding measures around organizational goals. action.

G Bank will continue to rely on the scientific and technological operation data platform, based on the hierarchical application of indicators, with the goal of improving input and output refined management capabilities and service business development, through unified The platform and unified indicator system promote the sharing and integration of operation and maintenance data resources, create an open data ecosystem, and realize the asset accumulation of operation data.

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