The Service Measurement Index (SMI) is a set of business-centric performance indicators being developed by the Cloud Service Measurement Initiative Consortium (CSMIC), and independent initiative launched by Carnegie Mellon, Silicon Valley.
CA Business Service Insight incorporates this framework in tools that enable you to measure and compare internal and external services, and calculate the benefits and risks of working with those services. Throughout CA Business Service Insight, SMI data is displayed using internal, peer, and category comparison criteria.
Six characteristics are used to define the SMI framework: quality, agility, risk, capability, cost, and security.
Rates the quality-of-services attributes, such as defect rates, time to repair, resiliency and scalability.
Rates how easily new capabilities are integrated into the service, and how easily the business can adopt different services or technologies.
Rates risk factors such as business stability, contract/SLA verification, and supply chain reliability.
Rates the basic capabilities the service provides. For example, an email service must be able to send and receive email and an e-commerce service must be able to manage orders. This measurement rates the service for completeness and user satisfaction.
Rates cost in a granular, business-centric way, providing transparency into IT operations and clear measurement of value.
Rates a wide range of factors, including data retention/disposition, accountability, privacy, data loss, and integrity.
Each of the six main characteristics contains multi layer levels of detail.
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