Operations Command Center

Crisis Mode

Something broke. Conversion collapsed, SLAs are blown, incident backlog spiked. The rules engine lights up.

Built for C-level leadership

This dashboard illustrates how I approach operations as a Senior IT Director. It consolidates the signals a CEO, COO or CTO needs to stay informed and make decisions — IT operations health, delivery portfolio, and commercial efficiency — and pairs every metric with a clear recommended action. The goal is not to produce more reports, but to shorten the distance between data and a well-reasoned decision.

Use the scenario switch above to see how the system reacts to Normal, Crisis and Growth operating states.

Live · rules engine active·Last refreshed Wed, Apr 15, 1:08 AM

Monthly Revenue

$1.42M

breach

-18.4%Target $1.75M

Pipeline stalled after gateway outage

Conversion Rate

2.4%

breach

-31.4%Target 3.5%

Checkout step-3 abandonment up 23%

Service Desk SLA

81.4%

breach

-16.2%Target > 95%

Tier-1 queue overloaded since outage

Mean Time to Resolve

6h 40m

breach

+112.0%Target < 3h

Correlated incidents driving duplicated work

Active Incidents

breach

+175.0%Target < 5

1 P1 + 3 downstream P2s open

Customer Retention

88.4%

watch

-5.7%Target > 92%

Early churn signals from top-20 accounts

Open tickets

486

+142% WoW

P1 open

P2 open

Changes / wk

Failed changes

SLA compliance

81.4%

Incidents & Bottlenecks

Auto-detected by the rules engine

P1 incident active — 1 open
Major Incident Management procedure required. Executive communications cadence every 30 minutes per ITIL playbook.
critical
Incident Management·12m ago
11 active incidents — 2.2× threshold
Backlog suggests a common upstream cause (infrastructure, recent change, or vendor). Problem Management should open a record.
critical
ITIL · Incident Mgmt·8m ago
3 failed changes this week
Change Advisory Board review recommended. Check CAB pre-approval quality and rollback rehearsal completeness.
warning
Change Management·3h ago
Service Desk SLA breached — 81.4% vs 95% target
Tier-1 response times slipping. Ticket volume vs. staffed capacity is out of balance.
critical
Service Desk·30m ago
MTTR elevated — 6.7h vs 3h target
Investigate runbook coverage and on-call escalation paths.
warning
ITIL · Incident Mgmt·1h ago
Ticket volume up 142% — possible incident precursor
Request/Incident spike that has not yet tripped the SLA alarm. Early warning signal.
warning
Service Desk·45m ago
Conversion dropped 31.4% vs prior period
Step-3 (Proposal → Closed-Won) is the primary leak point.
critical
Funnel analytics·42m ago
Revenue down 18.4% MoM
Review campaign ROI and re-activate highest-CAC-efficient channel.
critical
Finance·2h ago
18 accounts flagged churn-risk
$96.5K MRR at risk; 14 inactive >30 days.
warning
CSM platform·1h ago

Recommended Actions

Generated from KPIs + alerts — 10 suggestions

Auto

1
Declare Major Incident — single Incident Commander, merge war rooms
high
Correlated P1/P2s fragment the response. A single IC unifies decisions and removes duplicated effort.
Impact: Cut MTTR ~40% on correlated incidents; clear exec comms line
Effort: low
Owner: Incident Commander / IT Ops Lead
2
Open a Problem record and assign a Problem Manager
high
Repeated incidents with similar symptoms point to a root cause that Incident Mgmt alone cannot fix.
Impact: Stops recurrence; removes 25–40% of future ticket volume
Effort: medium
Owner: Problem Manager
3
Tighten CAB gate: mandatory rollback test + peer review on all normal changes
medium
Failed changes are preventable; most trace back to untested rollback paths.
Impact: Reduce change failure rate below 2% (DORA benchmark: elite)
Effort: low
Owner: Change Manager
4
Reallocate 2 Tier-3 agents to Tier-1 for 48h; spin up overflow queue
high
Tier-3 capacity has slack; Tier-1 is the bottleneck driving the breach.
Impact: Restore SLA within 24h, protect CSAT
Effort: low
Owner: Service Desk Manager
5
Publish top-5 knowledge articles covering 60% of current ticket drivers
medium
High-volume ticket drivers are repeatable and deflectable with proper self-service.
Impact: 20–30% ticket deflection within 2 weeks, compounding
Effort: medium
Owner: Knowledge Manager
6
Run a runbook audit on top-10 recurring incident categories
medium
Missing or outdated runbooks force engineers to rediscover the fix each time.
Impact: ~35% MTTR reduction on repeated categories
Effort: medium
Owner: SRE / On-call Lead
7
Swarm review on top-5 ticket categories today — are they symptoms of one root cause?
medium
Volume spikes without severity often mean an underlying issue users are routing around.
Impact: Catch a P2 before it becomes a P1
Effort: low
Owner: IT Ops / Problem Manager
8
Same-day diagnostic on proposal-stage objections (pricing, legal, scope)
high
Abandonment spiked at the commercial hand-off — often a contract or pricing friction, not product fit.
Impact: Recover ~20% of lost conversions within 2 weeks
Effort: medium
Owner: Head of Revenue Ops
9
Trigger win-back campaign on top-50 dormant accounts
high
Reacquisition is 5× cheaper than net-new at this pipeline stage.
Impact: Recover $180K–$240K in 30 days
Effort: medium
Owner: Marketing & Sales
10
White-glove retention play on top-10 at-risk accounts
high
Exec outreach to at-risk accounts converts at ~55% when triggered early.
Impact: Defend ~$53K MRR
Effort: medium
Owner: Head of Customer Success

Active Projects

Portfolio view — status, PM, progress and budget

5 active

PRJ-0421Delayed
Salesforce → HubSpot migration
PM · María López · Next: Cutover postponed · TBD
Progress62%
Budget used71%
PRJ-0388At Risk
Customer Portal v2 (MVP)
PM · Diego Ramírez · Next: Scope trim review
Progress72%
Budget used86%
PRJ-0502At Risk
SOC2 Type II audit prep
PM · Jessica Tran · Next: Incident docs backlog
Progress48%
Budget used55%
PRJ-0514On Track
AI-assisted support triage
PM · Carlos Ng · Next: Fast-tracked for relief
Progress40%
Budget used32%
PRJ-0299Launched
AWS multi-region failover
PM · Ana Pereira · Next: Validated in outage
Progress100%
Budget used96%

Marketing Efficiency

Spend → leads → closed-won deals, by channel. Blended CAC $660.

57 deals

1,376 leads

LinkedIn Ads
355 leads → 11 deals · 3.1% conv
CAC $1127
$12.4K
Google Search
720 leads → 22 deals · 3.1% conv
CAC $859
$18.9K
Content / SEO
240 leads → 10 deals · 4.2% conv
CAC $420
$4.2K
Partner referrals
61 leads → 14 deals · 23.0% conv
CAC $150
$2.1K

Marketing → Deals Funnel

How effective campaigns are at turning reach into closed-won clients — tracked month over month so the acquired customer list grows predictably.

View workflow →

Impressions445,000 · 100.0%

Campaigns paused during outage

Marketing Qualified Leads4,105 · 0.9%

Form conversion dropped 20%

Sales Qualified Leads1,602 · 39.0%

SDR capacity pulled into war room

Proposals Sent388 · 24.2%

Delayed by trust issues post-outage

Closed-Won94 · 24.2%

~49% of baseline