The following table is a compilation of common service domains and domain categories which are commonly used.
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Service Domain |
Domain Category |
Comments |
|---|---|---|
|
System Availability |
% of time available |
|
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Number of outages/downtimes |
|
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|
Mean time to repair |
|
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|
Mean time between failures |
|
|
|
Service Availability |
Minutes of downtime |
|
|
Number of disrupted days |
|
|
|
Financial Management |
Service cost |
|
|
Process Performance |
% Processes completed on time |
|
|
Number completed process cycles |
|
|
|
Incident Management |
% Incidents resolved < T1 |
|
|
% Incidents responded to < T1 |
|
|
|
Number of incidents |
|
|
|
% Incidents converted to problem |
|
|
|
Customer Satisfaction |
% Customer satisfaction |
|
|
Average CSI score |
|
|
|
Helpdesk Performance |
% Abandoned calls |
|
|
Average call pickup time |
|
|
|
% FLLR |
(First Level Resolution Rate) |
|
|
Data Quality |
% Accuracy |
|
|
% Timeliness |
|
|
|
Number of errors/defects |
|
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