Agent WranglersOperations and growth
Measure delivery, incidents and availability against the promises made to customers, and list the cost per customer and what must be rebuilt to grow.
- Recommended 5
Recommended
Measure cost per customer over the last 12 months
TDD-14Work out the monthly cost of hosting, the database, AI models and other usage-priced services per active customer, for each of the last 12 months.
List what must be rebuilt to grow
TDD-15List every part that must be rebuilt to reach the buyer's growth plan. Give each an effort range and the load or date when it is needed.
Measure delivery with the DORA metrics over 90 days
TDD-20Compute the five DORA metrics from the last 90 days of version control and deploy history. They are change lead time, deployment frequency, failed deployment recovery time, change fail rate and deployment rework rate.
Read 12 months of incidents and measured availability
TDD-21Collect every incident of the last 12 months with its severity, duration, customers affected and postmortem. Compare measured availability per month with the team's service level objective.
Compare customer service levels with what the system delivers
TDD-22List every service level promised in customer contracts, with its measure and the credits it owes. Compare each one with 12 months of measured availability, and add up the credits owed but not paid.
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