Letter to Pipeline:

OSS Measurements are Important, but they Need Context

From Alan Wilson, Account Manager, Micromuse Inc.

Pipeline:

I enjoyed your August issue that discussed how we can better measure the value of OSS . This issue made me realize just how many, and how often, critical aspects of IT success are left out of OSS projects. Often, those responsible for delivering OSS projects don't define business goals or plan projects in increments that can actually be delivered. This makes it difficult to put any potential measurements into a context that reveals success or failure. So, while measurements are critical to demonstrating value and ROI, they are only useful in the context of a clear set of business goals and a well planned, orchestrated and measured deployment.

Determining the value of an OSS - or any other software that impacts a critical business function - depends on a defined “information model” that determines what information is most critical to the success of the business. An information model should describe how an enterprise does business and what information is needed for that business to be done. The more critical the information it handles, the more valuable an OSS is likely to be.

To determine how an OSS ' information capabilities are used in an organization, it helps to map out a typical day, such as in the Network Operations Center (NOC). This map has to include all of the departments and subsidiary groups that interface with the NOC as well – that's how the business runs. Start, for example, by examining current processes for problem resolution and how information is captured and distributed. Then look at the information capabilities the OSS provides and how well the process utilizes them. Because the overall OSS environment involves a variety of components, it is also critical to understand how the various components interrelate, where they do and do not facilitate processes, and where they incur costs.

For example, service-providers business functions include provisioning circuits, billing for services and managing to service level agreements. To fulfill these functions, they need information including everything from service features and CPE availability to the logistics involved in a truck roll. What they also need, but often overlook, are the costs involved in each field service activity. Costs such as those in the Central Office (CO) associated with providing circuits, data center floor space, racks, HVAC and power consumption, so forth.

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