Application Management metrics

Metrics for Application Management will largely depend on which applications are being managed, but some generic metrics include:

• Measurement of agreed outputs. These could include:
• Ability of users to access the application and its functionality
• Reports and files are transmitted to the users
• 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.
• 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, including ensuring adherence to the Release Policies of the organization
• 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.
• Applicationperformance. These metrics are based on Service Design specifications and technical performance standards set by vendors and will typically be contained in OLAs or SOPs. Actual metrics will vary by application, but are likely to include:
• Response times
• Application availability, which is helpful for measuring team or application 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
• Integrity of data and reporting.
• Measurement of maintenanceactivity, including:
• Maintenance performed per schedule
• Number of maintenance windows exceeded
• Maintenance objectives achieved (number and percentage).
• Application Management teams are likely to work closely with Application Development teams on projects, and appropriate metrics should be used to measure this, including:
• Time spent on projects
• Customer and user satisfaction with the output of the project
• Cost of involvement in the project.
• Training and skills development. 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: 1059