9.0 Measurement and Metrics
Service level metrics recommended for a modernized application Service Desk (or Help Desk) are provided in Figure 9.1.
| SLA Metrics Description | SLA KPI |
|---|---|
| Number of downtime events in the last 12 months (by App) | 2 |
| Average amount of downtime per App event in the last 12 months | 2 hours |
| Longest App downtime event | 4 hours |
| Critical application availability (by App) | 99.5% |
| Length of time to recover from last App downtime event | 4 hours |
| Number of unplanned App change implementations (emergency and urgent by month) | Trend Graph |
| Percentage reduction in the number of App major incidents (IT hosting infrastructure) | 20% |
| Reduction in Problem Backlog (by App) | 50% |
| Time taken to complete Root Cause Analysis (Average time in days for Tier 2 & Tier 3) | 7 days |
| Trouble Ticket Volume (# Tier 1 and Tier 2 by month) | Trend Graph |
| First Call Resolution Rate (Tier 1 and Tier 2 % by month) | Trend Graph |
| End User Satisfaction Rate (% by month) | Trend Graph |
| SLA Compliance Rate (% by month) | Trend Graph |
Figure 9.1. Proposed Service Desk SLA Metrics (Tier 2 and 3).
We recommend the Service Desk tool be configured to provide critical incident management notification and workflows to manage a critical incident; for example, an App release failure into production – an event which disrupts one or more App services. We recommend standardizing incident status and reporting mechanisms via a Service Desk tool Dashboard based on the KPIs in Figure 9-1. The tool’s Applications Dashboard will enable PMO development and sustainment contractor project teams to manage, monitor, coordinate and communicate status of application performance to PMO stakeholders in a centralized, government-approved format.