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© 2019 HeleCloud™

AWS Utilization and KPI monitoring

December 3, 2019

 

 

Author: Bozhidar Petkov, Cloud Managed Services Lead, HeleCloud

 

In this blog post, I will outline how to best utilise the AWS platform and its services with KPI monitoring with AWS tools. 

 

I joined the HeleCloud team in May 2019 as a Cloud Managed Services Lead with a keen interest to understand how we could measure and monitor our team goals. However, despite the managed services team operating for more than a year, this proved difficult as we did not have access to data to represent performance metrics and KPIs. To address this we built two solutions using Amazon QuickSight that we hoped would provide an efficient way to measure KPIs, metrics and Cloud Engineers and Consultants utilisation in their Managed and Professional Services teams.

 

Solution 1

In building the first solution the Managed Services team applied an innovative and unique means to extract raw data from the ticketing tool that is used to manage customer requests. The team identified a common approach, using Excel to look for the next level of data representation and dashboard creation. The most logical step was using a business intelligence (BI) tool that can be used to visualise how managed services meets their goals and comply with KPI targets. Following deep investigations of possible options, the team decided upon Amazon QuickSight. It is a fast, cloud-powered business intelligence service that makes it easy to deliver insights to everyone in your organisation. QuickSight allows team members to easily create and publish interactive dashboard that include machine learning (ML) insights. These dashboards can then be accessed from any device, and are embedded into your applications, portals and websites.

 

Step-by-step Guide:

Step 1 – Get the raw data. Team already has it available export for all metrics in CSV – file format which QuickSight supports.  

Step 2 – QuickSight use Data Sets which can be loaded from different sources – the team decided to load CSV files on S3 bucket. Data sets are used to create analysis. 

Step 3 – Once the data is available the team create dashboards showing metric compliance, number of cases per category and backlog and etc. Example dashboards:

 

 Figure 1. Example of backlog dashboard

 

 

 Figure 2. Example of dashboard showing time spend per case category

 

 

Figure 3. Example of SLA table from QS

 

Step 4 – Prepare dashboards per customer with all KPI metrics specific for the client. Every dashboard is available only to specific users without risk of data leak. 

 

Solution 2

The HeleCloud team used the same BI tool, Amazon QuickSight to extract data from their time tracking tool so they can see how and where engineers spend their time. Using data in this way allowed the senior management team to better understand, as well as see through the Amazon dashboards on different customer pressures and determine how team members are working and on what. 

 

Step-by-step Guide:

Step 1 – Collect the raw data. Team already has it available export for all metrics in CSV.  

Step 2 – QuickSight use Data Sets which can be loaded from different sources – the team decided to load CSV files on S3 bucket. Data sets are used to create analysis. 

Step 3 – Once the data is available the team create dashboards showing metrics’ compliance, utilization and time spend per category. Example dashboards:

Figure 4. Example of dashboard showing one of the teams' utilization

 

Results

The Amazon QuickSight dashboard solution allowed senior management to easily see how the teams perform and to make decisions based on data, not only assumptions/feelings. Additionally, the solution encouraged better workload and utilisation management between employees, in turn proving a good resource for planning. The support provided by the Amazon QuickSight in the form of regular reports via email that could be shared with customers provided a valuable resource. The visualisation through the dashboards have a huge benefit to the management team who can easily see at any time an up to date status of client services and act accordingly.  

 

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