Executive Scorecard
Outages are inevitable. Value is created by reducing uncertainty, response time, and business impact.
Quick Controls
Use Low/Mid/High buttons on onboarding to align with benchmarks.
Recommendation
Start conservative, then refine with customer-specific incident data. The goal is credibility, not perfection.
Customer Experience (CX) Protection
Quantifies digital revenue risk protected by reducing the incident impact window.
Finance / analytics estimate. For SaaS, use % of revenue dependent on online app availability.
If only checkout is broken, use 20–40%. If auth is broken, use 60–90%.
Represents faster detection, isolation, and mitigation reducing the window of user impact.
Annual value protected (CX)
Based on digital revenue, incident minutes, and impact reduction.
Guidance
- Ask: “During an incident, what % of customer journeys are impacted (browse, login, checkout, playback)?”
- Use a conservative number first; align with the business owner, then refine.
NetX (Network Experience) Resilience
Models MTTI/MTTR reduction + war-room shrinkage from faster blame isolation across ISP/CDN/DNS/BGP paths.
How to get it: average duration of “bridge time” for vendor/provider validation.
Default 120/hr. Use fully loaded if available.
This adds a small risk bucket tied to revenue; adjust in Baseline Risk if needed.
Annual value protected (NetX)
Direct incident minute reduction + reduced war-room time + optional reputation component.
Workforce Experience (WX) Optimization
Excel-parity model: reduce ticket volume (proactive) + reduce resolution time (reactive).
How to get these numbers
- Tickets/month: ServiceNow → Reports → “Incidents created per month”.
- Relevant %: filter by categories like network, connectivity, app performance, remote work.
- Resolution mins: mean/median time to resolve for those categories.
Annual savings (WX)
engineering hours reclaimed per year.
Workforce Experience analysis is currently disabled. Toggle it back on above to include helpdesk/engineering efficiency in the business case.
CDN / Origin Offload Analyzer
Quantifies egress deflection from hit-rate improvement.
How to get it: CDN logs, analytics, or RUM pageview events.
Guidance
- Hit rate: pull from CDN analytics dashboard (Akamai, Cloudflare, Fastly, etc.).
- Origin egress: cloud billing line item (AWS/GCP/Azure) or CDN origin transfer cost.
Projected annual savings (CDN)
Egress deflected: GB/year
RUM Value Engine
Optional: model conversion impact from performance improvement.
Guidance
- Sessions: GA4 “sessions” or unique visits; Pageviews also works as a proxy.
- Perf improvement: use p75/p90 LCP/TTFB improvement targets.
- Conversion lift: keep conservative unless they have internal elasticity studies.
Annual value (RUM)
If disabled, RUM can still be priced without counting value.
Enable RUM if you want to include conversion/performance value, or keep it off if the conversation is purely about monitoring coverage/pricing.
3rd Party Dependencies (Internet Sonar)
Models faster isolation and mitigation of external incidents (ISP/CDN/DNS/BGP/cloud).
Guidance
- Ask: “How often are incidents caused by external providers or Internet routing/DNS/CDN issues?”
- Minutes saved: time to prove it’s external + time to mitigate via reroute/failover.
Annual value (Dependency)
Direct minutes saved × cost/minute + SLA exposure reduction.
Pricing Engine
Switch pricing mode without changing value assumptions (prospect → customer-friendly flow).
Annual investment
Annual investment
Total annual investment
Commercial outcome
Value
Investment
ROI