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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.
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
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