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.
Incident Management
- Percentage of incidents resolve by 1st line support
- Average time to resolve
- First time Right Resolution
- Percentage of proactively solved incidents
Configuration Management
- Number of unauthorized configurations
- Number of incidents from failed changes
- Number of breached SLA because of CMDB errors
Learn how to redefine your Configuration Management approach and identify unauthorized configurations at the most granular level.
Change Management
- Percentage of failed changes
- Number of unauthorized changes
- Outages during changes
- Percentage of changes on time
- Percentage of changes causing incidents
Release Management
- Number of incidents caused by releases
- Percentage of releases on time
Problem Management
- Total number of incidents
- Total user downtime
- Cost for resolving a problem
Availability Management
- Downtime, unavailability of services
- Incident resolution time
- MTTR
- MTBSI (mean time between system incidents)
- First fix rate
Risk Management
- Percentage of impact to schedule
- Amount of cost difference
- Amount of resources used
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