Production Support Metrics

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.