IT Service Desk & Support

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Number of complaints Number of complaints received within the measurement period. % of customers given satisfaction surveys This one is important in any QMS, puts customer and his satisfaction in focus. Average number of calls / service request per handler Average...

IT Incident & Problem

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% of outage due to incidents (unplanned unavailability) Percentage of outage (unavailability) due to incidents in the IT environment, relative to the service hours. Mean Time to Repair (MTTR) Average time (e.g. in hours) between the occurrence of an incident and its...

IT Financials

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% of operational & capital cost reduction in IT service The percentage of cost reduction by implementing automation, improved processes, and effecient operations Cost information accuracy for IT services How accurate is the cost determined by IT for IT services in...

IT Change & Release

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% of outage due to changes (planned unavailability) Percentage of outage (unavailability) due to implementation of planned changes, relative to the service hours. % of unplanned outage/unavailability due to changes Percentage of unplanned outage (unavailability) due...

IT Availability

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Availability (excluding planned downtime) Percentage of actual uptime (in hours) of equipment relative to the total numbers of planned uptime (in hours). Planned uptime = service hours – planned downtime Planned downtime is downtime as scheduled for maintenance. Also...