YaSM Metrics/ Service Lifecycle Processes: Difference between revisions
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<img style="margin:20px 25px 20px 0px; float:left;" src="https://yasm.com/wiki/en/img/yasm-metric/Yasm-metrics-thumb.png" width="134" height="134" title="Suitable metrics to measure the YaSM service lifecycle processes." alt="Fig. 1: Metrics for the YaSM service lifecycle processes." /></html> | |||
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'''YaSM metrics:''' Process metrics for the service lifecycle processes | |||
'''Part of:''' [[YaSM_Metrics|YaSM process metrics]] | |||
'''Proceed to:''' [[YaSM_Metrics/_Supporting_Service_Management_Processes|Process metrics for the supporting processes]] | |||
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< | <html><span id="md-webpage-description" itemprop="description">How to measure the performance of the YaSM service lifecycle processes? The following tables provide you with suggestions for quantitative and qualitative process metrics.</span></p> | ||
< | |||
<p> </ | <p id="lp-metrics"> </html> | ||
==<span id="metrics-lp1">Metrics for the service strategy process</span>== | |||
{| class="wikitable" style="background: white;" | {| class="wikitable" style="background: white;" | ||
|- | |- | ||
!style="background:#379988; color:#ffffff; font-size: | !style="background:#379988; color:#ffffff; font-size: 110%" colspan="2"|Process metrics: "Set the strategic direction" | ||
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!style="background:#eeeeee; width:35%"|Quantitative process metrics | !style="background:#eeeeee; width:35%"|Quantitative process metrics | ||
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<p> </p> | <p> </p> | ||
==<span id="metrics-lp2">Metrics for the service design process</span>== | |||
{| class="wikitable" style="background: white;" | {| class="wikitable" style="background: white;" | ||
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!style="background:#379988; color:#ffffff; font-size: | !style="background:#379988; color:#ffffff; font-size: 110%" colspan="2"|Process metrics: "Design new or changed services" | ||
|- | |- | ||
!style="background:#eeeeee; width:35%"|Quantitative process metrics | !style="background:#eeeeee; width:35%"|Quantitative process metrics | ||
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<p> </p> | <p> </p> | ||
==<span id="metrics-lp3">Metrics for the service build process</span>== | |||
{| class="wikitable" style="background: white;" | {| class="wikitable" style="background: white;" | ||
|- | |- | ||
!style="background:#379988; color:#ffffff; font-size: | !style="background:#379988; color:#ffffff; font-size: 110%" colspan="2"|Process metrics: "Build new or changed services" | ||
|- | |- | ||
!style="background:#eeeeee; width:35%"|Quantitative process metrics | !style="background:#eeeeee; width:35%"|Quantitative process metrics | ||
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<p> </p> | <p> </p> | ||
==<span id="metrics-lp4">Metrics for the service operation process</span>== | |||
{| class="wikitable" style="background: white;" | {| class="wikitable" style="background: white;" | ||
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!style="background:#379988; color:#ffffff; font-size: | !style="background:#379988; color:#ffffff; font-size: 110%" colspan="2"|Process metrics: "Operate the services" | ||
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!style="background:#eeeeee; width:35%"|Quantitative process metrics | !style="background:#eeeeee; width:35%"|Quantitative process metrics | ||
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<p> </p> | <p> </p> | ||
===<span id="metrics-lp4.6">Metrics for the incident resolution process</span>=== | |||
{| class="wikitable" style="background: white;" | {| class="wikitable" style="background: white;" | ||
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!style="background:#379988; color:#ffffff; font-size: | !style="background:#379988; color:#ffffff; font-size: 110%" colspan="2"|Process metrics: "Resolve incidents and service requests" | ||
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!style="background:#eeeeee; width:35%"|Quantitative process metrics | !style="background:#eeeeee; width:35%"|Quantitative process metrics | ||
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===<span id="metrics-lp4.7">Metrics for the problem resolution process</span>=== | |||
{| class="wikitable" style="background: white;" | {| class="wikitable" style="background: white;" | ||
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!style="background:#379988; color:#ffffff; font-size: | !style="background:#379988; color:#ffffff; font-size: 110%" colspan="2"|Process metrics: "Resolve problems" | ||
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!style="background:#eeeeee; width:35%"|Quantitative process metrics | !style="background:#eeeeee; width:35%"|Quantitative process metrics | ||
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<p> </p> | <p> </p> | ||
==<span id="metrics-lp5">Metrics for the service improvement process</span>== | |||
{| class="wikitable" style="background: white;" | {| class="wikitable" style="background: white;" | ||
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!style="background:#379988; color:#ffffff; font-size: | !style="background:#379988; color:#ffffff; font-size: 110%" colspan="2"|Process metrics: "Improve the services" | ||
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!style="background:#eeeeee; width:35%"|Quantitative process metrics | !style="background:#eeeeee; width:35%"|Quantitative process metrics | ||
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<p> </p> | <p> </p> | ||
==[ | == Notes == | ||
Based on: Service lifecycle process metrics from the [https://yasm.com/en/products/yasm-process-map YaSM Process Map]. | |||
<html> | <html>By:  Andrea Kempter <a rel="author" href="https://plus.google.com/113316270668629760475/about"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/google.jpg" width="16" height="16" title="By: Andrea Kempter | Profile on Google+" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a>  and  Stefan Kempter <a href="https://plus.google.com/111925560448291102517/about"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/google.jpg" width="16" height="16" title="By: Stefan Kempter | Profile on Google+" alt="Contributor: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps. | ||
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<a href="https://yasm.com/wiki/en/index.php/YaSM_Metrics/_Service_Lifecycle_Processes#lp-metrics" itemprop="url"><span itemprop="title">Metrics: Service lifecycle processes (LP) | <a href="https://yasm.com/wiki/en/index.php/YaSM_Metrics/_Service_Lifecycle_Processes#lp-metrics" itemprop="url"><span itemprop="title">Metrics: Service lifecycle processes (LP)</span></a> › | ||
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Revision as of 19:39, 2 October 2016
YaSM metrics: Process metrics for the service lifecycle processes
Part of: YaSM process metrics
Proceed to: Process metrics for the supporting processes
How to measure the performance of the YaSM service lifecycle processes? The following tables provide you with suggestions for quantitative and qualitative process metrics.
Metrics for the service strategy process
Process metrics: "Set the strategic direction" | |
---|---|
Quantitative process metrics | Definition |
Number of strategic reviews |
|
Number of strategic objectives |
|
Number of strategic initiatives |
|
Qualitative process metrics | Definition |
Share of strategic objectives pursued through initiatives |
|
Number of successful strategic initiatives |
|
Number of new services introduced |
|
Number of service improvements implemented |
|
Number of services retired due to strategic reviews |
|
Number of process improvements implemented |
|
→ Process description | → top
Metrics for the service design process
Process metrics: "Design new or changed services" | |
---|---|
Quantitative process metrics | Definition |
Number of service designs |
|
Number of service implementation blueprints |
|
Number of requirements specifications |
|
Qualitative process metrics | Definition |
Percentage of new services introduced using the service design process |
|
Number of renegotiated service requirements |
|
Number of services unexpectedly impacted |
|
Completeness of service implementation blueprints |
|
Percentage of designed services not delivering the expected outcomes |
|
→ Process description | → top
Metrics for the service build process
Process metrics: "Build new or changed services" | |
---|---|
Quantitative process metrics | Definition |
Number of new services implemented |
|
Number of tests and test cases |
|
Qualitative process metrics | Definition |
Percentage of new services introduced using the service build process |
|
Duration of service implementation |
|
Percentage of automatic software distribution |
|
Percentage of failed component acceptance tests |
|
Number of identified errors |
|
Time for error fixing |
|
Incidents caused by new service components |
|
Percentage of implemented services not delivering the expected outcomes |
|
→ Process description | → top
Metrics for the service operation process
Process metrics: "Operate the services" | |
---|---|
Quantitative process metrics | Definition |
Number of services monitored |
|
Number of services where quality is measured and reported |
|
Number of generated significant events |
|
Qualitative process metrics | Definition |
Share of monitored services |
|
Share of automated responses to events |
|
Share of services with quality reporting |
|
Number of service incidents due to inadequate maintenance |
|
Number of service level breaches |
|
Unused capacity |
|
Number of improvement initiatives |
|
→ Process description | → top
Metrics for the incident resolution process
Process metrics: "Resolve incidents and service requests" | |
---|---|
Quantitative process metrics | Definition |
Number of incidents and service requests |
|
Number of major incidents |
|
Qualitative process metrics | Definition |
Average initial response time |
|
Average resolution time |
|
Resolution within agreed time |
|
First time resolution rate |
|
Number of standard incidents and service requests |
|
Incidents resolved remotely |
|
Incidents resolved pro-actively |
|
Share of escalated incidents |
|
Average resolution effort |
|
→ Process description | → top
Metrics for the problem resolution process
Process metrics: "Resolve problems" | |
---|---|
Quantitative process metrics | Definition |
Number of resolved problems |
|
Number of workarounds |
|
Qualitative process metrics | Definition |
Average resolution time |
|
Problems identified pro-actively |
|
Number of incidents per known problem |
|
Average time until identification of the cause |
|
Average resolution effort |
|
→ Process description | → top
Metrics for the service improvement process
Process metrics: "Improve the services" | |
---|---|
Quantitative process metrics | Definition |
Number of service reviews |
|
Qualitative process metrics | Definition |
Number of identified weaknesses |
|
Number of defined service improvement initiatives |
|
Number of successful service improvement Initiatives |
|
→ Process description | → top
Notes
Based on: Service lifecycle process metrics from the YaSM Process Map.
By: Andrea Kempter and Stefan Kempter , IT Process Maps.
Metrics: Service lifecycle processes (LP) › Metrics LP1 › Metrics LP2 › Metrics LP3