The active process of forecasting, budgeting, cost capture, and allocation to provide transparency into the nature and costs of IT services in order to justify IT spending and demonstrate competitive value. #FinancialManagement #ITSM #SupportOperations #KPI #CSF #ITIL
The strategy and tactics of defining, achieving, and maintaining required levels of IT service to the business user population within the organization. It is designed to optimize and provide cost-effective delivery of IT services that are aligned to business requirements. #SupportOperations...
See Response Time #CapacityManagement #SupportOperations #KPI #Metrics #PerformanceManagement #ITSM
A statistical criterion for measuring a successful service. The expression of an aspect of a service in definitive and quantifiable terms, it specifies a term in an SLA and quantifies its associated measure (e.g., the percentage of total calls answered within a specific time, such as “80...
The process responsible for ensuring that the quality of a product, service, or process will provide its intended value. A systematic way of ensuring that all the activities necessary to design, develop, and implement services that satisfy the requirements of the organization and of customers...
The amount of work time dedicated to resolving a support issue.Sometimes called effort . #DesktopSupport #SupportOperations #Metrics #TechnicalSupport #KPI
A metric for measuring and reporting reliability. MTBF is the average time that a CI or IT service can perform its agreed-upon function without interruption. This is measured from when the CI or IT service starts working until it next fails. #ITSM #ServiceLevel #BusinessContinuity ...
A type of metric that measures of progress toward achieving one’s goals and objectives. KPI’s quantify measures of management objectives (thresholds or specific targets), are linked to the goals of the organization, and can be either leading or lagging, qualitative or quantitative measurements...
A measure of performance, efficiency, effectiveness or quality, usually based on statistical, historical, or operational data. Metrics are used as a basis for rewards and/or recognition, improving performance, communicating value (alignment to business goals), and measuring continuous...
The use of the balanced scorecard in a technical support or customer service environment. #KPI #PerformanceManagement #People #TechnicalSupport