Operation and maintenance performance assessment needs to comprehensively consider the company's strategy and goals to ensure fair and reasonable assessment. At the same time, it is necessary to establish a suitable management and collection system, provide feedback, rewards and punishments based on performance results, and implement improvement measures.
Reasonable performance appraisal of the operation and maintenance team is very important to motivate team members to continuously improve while ensuring the realization of team goals. For the performance evaluation of the operation and maintenance team, we usually look at a series of indicators, such as failure rate, processing time, availability, security, cost-effectiveness, compliance, user satisfaction and team management.
1. Failure rate: The failure rate is an important indicator used by the operation and maintenance team to measure the reliability of the system and the quality of operation and maintenance work. Its calculation method is to count the ratio of the number of failures to the total number of failures. A high failure rate can mean that the team has limited ability to maintain the system and deal with problems in a timely manner.
The formula for failure rate is:
Failure rate = number of failures/total running time.
For example, if the system has 3 failures over a period of one month and the total runtime is 720 hours, then the failure rate is 3 / 720 = 0.0042.
2. Processing time:
Failure resolution time is the time it takes for the operations team to process the failure and restore the system to normal operation. Short response and processing times indicate that the team is able to quickly identify, react, and resolve issues.
The formula for the processing time is : processing time = fault recovery time - fault occurrence time.
For example, if a failure occurs at 14:00 and is restored at 15:30, the processing time is 1.5 hours.
3. Availability:
System availability is an index to measure system stability and reliability, which indicates the ratio of system uptime to total operation time. High availability indicates the efficient performance of the system operation and maintenance team's ability to maintain, tune and solve problems in a timely manner.
The formula for availability is : Availability = Uptime / Total Uptime.
For example, if the system has been up for 690 hours over a one-month period and the total uptime is 720 hours, then the availability is 690 / 720 = 0.9583.
4. Security:
Security is an important indicator to measure system defense capability and information security. The operation and maintenance team needs to take effective measures to ensure the confidentiality, integrity and availability of the system and data, as well as to prevent security breaches and attacks.
Security indicators can be various, such as the number of vulnerabilities, vulnerability repair rate, attack discovery rate, and so on. Taking the number of vulnerabilities as an example, the total number of vulnerabilities in the system can be counted,
The formula is: Number of Vulnerabilities = Number of Found Vulnerabilities + Number of Undiscovered Vulnerabilities.
For example, the system has a total of 50 vulnerabilities, of which 35 have been found, 15 have not been found, and the number of vulnerabilities is 50.
5. Cost-effectiveness:
Cost-effectiveness is an indicator of the operations team's ability to manage resources and the level of cost control. If the operation and maintenance team can make reasonable use of resources and control costs under the premise of ensuring system stability and security, it will be highly cost-effective.
The cost-benefit formula can be formulated according to the specific situation, for example, the maintenance cost per unit time or the average maintenance cost per failure can be calculated.
For example, the monthly system maintenance cost is 50,000 yuan, and the system fails 3 times, and the average maintenance cost is 50,000 / 3 = 16,667 yuan.
6. Compliance:
Compliance refers to the ability of the operation and maintenance team to comply with various laws, regulations, industry standards and enterprise regulations. The team needs to grasp various laws, regulations and standards, and ensure compliance with relevant regulations to ensure the legality, standardization and stability of the system.
Compliance can be assessed by formulating some rules and regulations and processes, as well as conducting internal audits and external audits.
For example, if a company's security regulations require that all sensitive data be encrypted, compliance can be assessed by reviewing relevant records.
7. User satisfaction :
User satisfaction is an index to measure system experience and service quality. The operation and maintenance team needs to ensure that the system can meet user needs, and provide timely and efficient technical support services to improve user satisfaction.
User satisfaction can be collected through user feedback, questionnaires, etc.
For example, a user survey shows that users are satisfied with the system at 85 points.
8. Team management:
Team management refers to the management capabilities and skills of the operation and maintenance team. Teams need to have effective leadership, communication and collaboration skills to ensure the productivity and collaboration of team members and improve the performance of the entire team.
Team management can be evaluated through department performance evaluation, employee conversion rate, employee turnover rate, etc.
For example, a team with a total of 10 people onboard in a year, 8 of whom pass the trial period, has a turnover rate of 20%.