Metrics That Hurt (in a Good Way)

{
  "id": "ams-002",
  "title": "Metrics That Hurt (in a Good Way)",
  "hook": "If your metrics don’t change behavior, they are decorative. Modern AMS uses indicators that expose waste, risk, and fake progress.",
  "idea": "Most AMS dashboards look healthy while the system is sick. The fix is not more KPIs, but fewer metrics that force decisions.",
  "principles": [
    "Measure flow, not activity.",
    "Expose repetition and delay — that’s where money leaks.",
    "Tie every metric to an action: if it goes red, someone knows exactly what to do."
  ],
  "core_metrics": {
    "flow": [
      {
        "name": "Time to First Real Signal",
        "meaning": "How fast we move from noise to a concrete hypothesis.",
        "why_it_matters": "Slow diagnosis is more expensive than slow fixing."
      },
      {
        "name": "End-to-End Resolution Time",
        "meaning": "From first report to verified business recovery.",
        "why_it_matters": "Users don’t care when IT 'started working', only when it works again."
      }
    ],
    "stability": [
      {
        "name": "Repeat Incident Rate",
        "meaning": "Same symptom, same root cause within 30/60 days.",
        "why_it_matters": "This is deferred cost pretending to be support."
      },
      {
        "name": "Change-Induced Incidents",
        "meaning": "Incidents caused by recent changes.",
        "why_it_matters": "Shows quality of testing and risk assessment."
      }
    ],
    "economics": [
      {
        "name": "Cost per Solved Business Impact",
        "meaning": "Effort spent per issue that actually blocked a process.",
        "why_it_matters": "Separates real work from ticket noise."
      },
      {
        "name": "Top 10 Demand Drivers",
        "meaning": "The small set of causes generating most of the load.",
        "why_it_matters": "This is where automation and prevention pay back."
      }
    ]
  },
  "decision_triggers": [
    {
      "signal": "Repeat Incident Rate > threshold",
      "action": "Freeze new cosmetic changes, open Problem backlog with owners and deadlines."
    },
    {
      "signal": "Change-Induced Incidents rising",
      "action": "Tighten entry criteria: mandatory test evidence and blast-radius declaration."
    },
    {
      "signal": "Cost per Solved Impact increasing",
      "action": "Analyze diagnosis delays, missing data, and handoff friction."
    }
  ],
  "automation": {
    "copilot_moves": [
      "Cluster tickets by symptom, not by short description.",
      "Detect hidden repeats even when wording is different.",
      "Auto-generate weekly insight: what got worse, why, and what to stop doing."
    ],
    "outputs": [
      "Symptom heatmap by domain",
      "Automatic 'this is repeating' flags",
      "Suggested prevention candidates with estimated load reduction"
    ]
  },
  "why_it_makes_support_better_and_cheaper": [
    "Teams stop gaming SLA and start killing root causes.",
    "Management sees where money is burned silently.",
    "Automation targets become obvious instead of ideological."
  ],
  "anti_patterns_to_kill": [
    "Green SLA dashboards with angry users",
    "Dozens of KPIs nobody acts on",
    "Measuring hours instead of outcomes"
  ],
  "weekly_review_questions": [
    "What repeated this week that should not have existed?",
    "Which metric moved — and what decision did we take because of it?",
    "What can we eliminate instead of optimize?"
  ],
  "meta": {
    "schema": "dkharlanau.dataset.byte",
    "schema_version": "1.1",
    "dataset": "ams",
    "source_project": "cv-ai",
    "source_path": "ams/ams-002.json",
    "generated_at_utc": "2026-02-03T14:33:32+00:00",
    "creator": {
      "name": "Dzmitryi Kharlanau",
      "role": "SAP Lead",
      "website": "https://dkharlanau.github.io",
      "linkedin": "https://www.linkedin.com/in/dkharlanau"
    },
    "attribution": {
      "attribution_required": true,
      "preferred_citation": "Dzmitryi Kharlanau (SAP Lead). Dataset bytes: https://dkharlanau.github.io"
    },
    "license": {
      "name": "",
      "spdx": "",
      "url": ""
    },
    "links": {
      "website": "https://dkharlanau.github.io",
      "linkedin": "https://www.linkedin.com/in/dkharlanau"
    },
    "contact": {
      "preferred": "linkedin",
      "linkedin": "https://www.linkedin.com/in/dkharlanau"
    },
    "canonical_url": "https://dkharlanau.github.io/datasets/ams/ams-002.json",
    "created_at_utc": "2026-02-03T14:33:32+00:00",
    "updated_at_utc": "2026-02-03T15:29:02+00:00",
    "provenance": {
      "source_type": "chat_export_extraction",
      "note": "Extracted and curated by Dzmitryi Kharlanau; enriched for attribution and crawler indexing."
    },
    "entity_type": "ams_byte",
    "entity_subtype": "",
    "summary": "If your metrics don’t change behavior, they are decorative. Modern AMS uses indicators that expose waste, risk, and fake progress."
  }
}