Technical Management metrics

Metrics for Technical Management will largely depend on which technology is being managed, but some generic metrics include:

• Measurement of agreed outputs. These could include:
• Contribution to achievement of services to the business. Although many of the Technical Management teams will not be in direct contact with the business, the technology they manage impacts the business. Metrics should reflect both negative (incidents traced to their team) and positive (system performance and availability) contributions
• Transaction rates and availability for critical business transactions
• Service Desk training
• Recording problem resolutions into the KEDB
• User measures of the quality of outputs as defined in the SLAs
• Installation and configuration of components under their control.
• Process metrics. Technical Management teams execute many Service Management process activities. Their ability to do so will be measured as part of the process metrics where appropriate (see section on each process for more details). Examples include:
• Response time to events and event completion rates
• Incident resolution times for second- and third-line support
• Problem resolution statistics
• Number of escalations and reason for those escalations
• Number of changes implemented and backed out
• Number of unauthorized changes detected
• Number of releases deployed, total and successful
• Security issues detected and resolved
• Actual system utilization against Capacity Plan forecasts (where the team has contributed to the development of the plan)
• Tracking against SIPs
• Expenditure against budget.
• Technologyperformance. These metrics are based on Service Design specifications and technical performance standards set by vendors, and will typically be contained in OLAs or Standard Operation Procedures. Actual metrics will vary by technology, but are likely to include:
• Utilization rates (e.g. memory or processor for server, bandwidth for networks, etc.)
• Availability (of systems, network, devices, etc.), which is helpful for measuring team or system performance, but is not to be confused with Service Availability – which requires the ability to measure the overall availability of the service and may use the availability figures for a number of individual systems or components
• Performance (e.g. response times, queuing rates, etc.).
• Mean Time Between Failuresof specified equipment. This metric is used to ensure that good purchasing decisions are being made and, when compared with maintenance schedules, whether the equipment is being properly maintained
• Measurement of maintenance activity, including:
• Maintenance performed per schedule
• Number of maintenance windows exceeded
• Maintenance objectives achieved (number and percentage).
• Training and skillsdevelopment. These metrics ensure that staff have the skills and training to manage the technology that is under their control, and will also identify areas where training is still required.

Date: 2014-12-29; view: 980