Production Support Metrics

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					PRODUCTION SUPPORT METRICS
S. No.        Measure                     Objective                Data Items to be collected              Units of       Formula for Measure
                                                                                                          Data Item

                                                                 a)Number of Escalation events on
                                                                 given solutions by customer's senior
                                  To know defective solution     manager/executive with evidence
                                  developed/offered              and justification in a month
                                  /implemented that has
                                  adverse effect on Customer
  1      Customer Impact Event    or Customer’s customers                                                Nos. per month             a
                                  To monitor production          a)Number of production failures that
                                  software ABENDs caused by      happened because of code changes in
                                  changes done and try to        a month
          Controllable ABENDs     ensure that they are within
  2      (abnormal end of task)   the agreed limits                                                      Nos. per month             a
                                  To know the actual support  a)Agreed number of hours covered in
                                  hours coverage with respect a day
                                  to agreed coverage          b)Agreed number of support days
                                                              covered in a month
                                                              c)Actual number of hours covered in
                                                              a day
                                                              d)Actual Number of support days
  3        Support Coverage                                   covered in a month                             %age            100 x (C*D)/(A*B)
                                  To keep track of the        a)Total Tickets that were responded
                                  problems that are responded by vendor within agreed SLA time in a
                                  to within the defined       month
                                  response times              b)Total Number of tickets sent by
  4      Issue Responsiveness                                 customer in a month                            %age               (a/b)*100
                                  To monitor development      a) Total effort spent on Changes
                                  quality by tracking the     delivered in a month
                                  number of Software          b) total number of Priority 1 or
                                  production program changes Priority 2 defect in delivered changes
                                  done and defects found due in a month
                                  to these changes                                                       defect count/
  5          Defect Density                                                                                  effort                b/a
                                  To keep track of issues        a)Total Tickets that were resolved
                                  resolved or identified and     within agreed SLA time in a month
                                  being worked expeditiously     b)Total Number of tickets assigned by
                                  within the set response time   customer in a month
                                  from receiving the problem
  7         Issue Resolution                                                                                 %age               (a/b)*100
                                  To measures the efficiency     a) total time estimates for work
                                  of solution by tracking and    completed in a month
                                  reporting on the accuracy of   b) Actual effort (time) spent in a
  8        Solution Estimates     estimates                      month                                       %age               100 x (B/A)
nth                   a




         Nos. per month                   a




              %age               100 x (C*D)/(A*B)




              %age                   (a/b)*100




          defect count/
              effort                     b/a




              %age                   (a/b)*100




              %age                   100 x (B/A)


         FIS Global Business Solutions India Ltd     Author : SEPG                  Page 2 of 2
				
DOCUMENT INFO
Description: This document provides eight metrics that can be used to measure and analyze production support. Production support refers to actions taken to support certain IT systems or applications. This template provides a formula and data points for measuring customer impact events, controllable ABENDs, support coverage, issue responsiveness, defect density, issue resolution, and solution estimates. These metrics can be used to help manage and track software maintenance costs or other production support costs by tracking the efficiency and amount of production support.
This document is also part of a package Product Development Kit 71 Documents Included