IT Operations
|
|
IT Operations involves the processes that are responsible for the day-to-day supervision and management of the conduct of IT. With the use of appropriate metrics, IT Operations can be monitored, its performance aligned with targets, and its trends observed. Correct metrics allow IT goals to be put in line with business goals, improving the conduct and success of the company’s business. |
You can choose from a variety of IT Operations metrics from our extensive metric library. Use the most relevant to your organization and get ahead with your IT Performance Management.
Here are several examples of IT Operations metrics:
- Changes Created - the number of Requests for Change (RFCs) created. In IT service support, a change is the addition, modification, or removal of approved, supported, or baselined hardware or software components. This can include network, application, environment, and system components, or other IT components, including documentation. All changes should relate to a configuration item.
- Emergency Changes - the volume of emergency changes implemented.
- Percentage of Changes Implemented Within Target – Critical - the percentage of critical priority changes implemented within an agreed target time.
- Percentage of Problems with Incorrect Data - an estimate of the percentage of problems that were closed but contained incorrect data, for example, wrong categorization fields entered, incorrect history, timestamps entered incorrectly, missing solution or closure descriptions, and so on.
- Problems Open - the number of problems open at a given point in time.
- Percentage of Incidents Caused by Changes - the percentage of incidents caused by the implementation of a change.
- Percentage of Incidents with Incorrect Data - the percentage of incidents that were closed but contained one or more incorrect data components, for example, wrong categorization fields entered, incorrect history, timestamps entered incorrectly, missing solution or closure descriptions, and so on.
- Percentage of Duplicate Incidents - the percentage of incidents that are created and subsequently identified as having previously been entered into the Incident Management system.
- Percentage of Incidents Escalated - the percentage of incidents that were escalated during the resolution process. Escalations occur when the level of importance related to a particular incident increases to the extent that direct action is required from IT support or customer management to assist in the resolution of the incident