In today's complex and highly dynamic environment, succeeding in keeping your IT environment and business services running effectively with as little disruptions as possible is not an easy task. So if we do not measure where we are going then we are sure to get somewhere, but probably not where we would like to be. With so many possible metrics to follow, what are the top ones you should follow to succeed in your configuration management, change management, incident management, release management, problem management, availability management key process?
If we do not measure where we are going then we are sure to get somewhere, but probably not where we would like to be.
Below are the key metrics we've identified from the book Metrics for IT Service Management, that you can apply to guide your IT organization to success.
* Percentage of incidents resolve by 1st line support
* Average time to resolve
* First time Right Resolution
* Percentage of proactively solved incidents
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* Number of unauthorized configurations
* Number of incidents from failed changes
* Number of breached SLA because of CMDB errors
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* Percentage of failed changes
* Number of unauthorized changes
* Outages during changes
* Percentage of changes on time
* Percentage of changes causing incidents
* Number of incidents caused by releases
* Percentage of releases on time
* Total number of incidents
* Total user downtime
* Cost for resolving a problem
* Downtime, unavailability of services
* Incident resolution time
* MTBSI (mean time between system incidents)
* First fix rate
* Percentage of impact to schedule
* Amount of cost difference
* Amount of resources used
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A Configuration Management Expert - Sasha Gilenson, CEO at Evolven ( www.evolven.com/ ). Sasha writes about configuration management, change management, cloud configuration, release management, vitualization, incident management.
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