ITIL Operation and Monitoring Platform(APM, NPM, SPM)
Suzhou Metalogic Information Technology Co.,Ltd 2018-09-26 10:57:44 Author:SystemMaster
Performance indicators for IT service processes
Average settlement time
Average resolution time by priority
Percentage of time resolved within SLA target
Percentage of incidents resolved(not referred) with first-line support
Average support cost per event
Average number of cases resolved per service desk workstation or per service desk
Number of issues resolved without visiting users
Number of events initially classified correctly(Or percentage)
Number of correctly transmitted incidents(Or percentage)
Issue management performance indicators
Reduction in the number of incidents through management and problem solving Cost reductions associated with trouble shooting
Reduction of time required to resolve problems
Configuration management performance indicators
Number of discrepancies found in audit records
Number of unauthorized configurations found
Number of instances where a recorded configuration can not be found
Time required to process information recording requests
Change management performance indicators
Number of changes per category
Speed of change implementation
Number of events that caused a change
Number of rollbacks associated with changes
Number of changes within resource and time estimates
Issuance of management performance indicators
Number of unacceptable errors during publication that need to be undone
Number of major disruptions due to inappropriate software release plans
Accurate number of releases distributed to all remote locations
Number of releases implemented on time in all locations
Number of unauthorized or incorrect versions of software found in releases
Number of times the content published has not been updated in the final software library(DSL)
Help desk performance indicators
Customer or user satisfaction
Whether the other party answered the call quickly（90 % of calls are responded to within × seconds）
Whether the call was transferred to second line support in X minutes（If they can't be resolved at the service desk）
Is the service restored within an acceptable time and meets SLA requirements
Do users receive timely advice on current and future changes and errors
Number of user calls processed per workstation
Average call duration
Number of call requests dropped by user
Service-level management performance indicators
Number of SLAs signed
Number of service levels agreed in SLA not implemented
Is there a detailed directory of services
Performance indicators for financial management of IT services
Overall cost and benefits of IT services
Is the method of IT billing reasonable
Reduced cost of IT services
Is IT department meeting its financial targets
Competency management performance indicators
Number of ad hoc purchases
Number of unnecessary or expensive overcapacities procured
Number of incidents due to capacity issues
Performance indicators for continuous management of IT services
Number of identified shortfalls in recovery plans
Reduced revenue due to disaster
Cost of preventive measures
Cost of disaster recovery
Availability management performance indicators
Percentage availability per service or group of users（Proportion of normal operating time）
Duration of service interruption
Frequency of service interruptions
Provide a sound monitoring platform
（Solarwinds）
APM,NPM,SPM
