IT Operations Management metrics

IT Operations Management is measured in terms of its effective execution of specified activities and procedures, as well as its execution of process activities. Examples of these are as follows:

• Successful completion of scheduled jobs
• Number of exceptions to scheduled activities and jobs
• Number of data or system restores required
• Equipment installation statistics, including number of items installed by type, successful installations, etc.
• Process metrics. IT Operations Management executes 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
• Incident resolution times for incidents
• Number of security-related incidents
• 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
• Tracking against SIPs
• Expenditure against budget.
• If maintenance activities have been delegated, then metrics related to these activities will also be appropriate:
• Maintenance performed per schedule
• Number of maintenance windows exceeded
• Maintenance objectives achieved (number and percentage).
• Metrics related to Facilities Management are extensive, but typically include:
• Costs versus budget related to maintenance, construction, security, shipping, etc.
• Incidents related to the building, e.g. repairs needed to the facility
• Reports on access to the facility
• Number of security events and Incidents and their resolution
• Power usage statistics, especially as related to changes in layout and environmental conditioning strategies
• Events or incidents related to shipping and distribution.

Date: 2014-12-29; view: 1023