Service Performance Monitoring
Determine and agree customer-centred measures of performance. Measure, record, and track the various performance indicators that aggregate to an overall service performance view. Manage performance to service level agreements.
Improvement Planning
Practices-Outcomes-Metrics (POM)
Representative POMs are described for Service Performance Monitoring at each level of maturity.
- 2Basic
- Practice
- Establish a basic measurement capability, including some service-level reporting.
- Outcome
- Customers can request an overview of the service level they are receiving.
- Metrics
- # of service-level reports that are requested.
- % of services that support service-level reporting.
- 3Intermediate
- Practices
- Establish effective service reporting, with an agreed standard reporting format/content (e.g. availability of all production servers).
- Base reporting on IT metrics (e.g. server uptime).
- Outcome
- There is enhanced visibility of the provided service level.
- Metrics
- % of services that support service-level reporting.
- % of reports adhering to a standard format/content.
- Practices
- Establish defined processes for service measurement and monitoring.
- Actively monitor results so the relevant actions can be taken.
- Outcome
- Decisions can be made based on the current state of the service.
- Metrics
- Incident resolution time.
- Mean time between failures (MTBF).
- Mean time to recovery (MTTR).
- 4Advanced
- Practices
- Establish advanced, tool-supported monitoring and on-demand reporting across all service provisioning resources (e.g. memory, CPU, network, I/O, database transactions, etc.).
- Base reporting on business metrics (e.g. end-to-end application availability).
- Outcome
- Improved visibility of business metrics and increased monitoring lead to better decision-making and consequently IT service provisioning performance improvement.
- Metrics
- % of service processes with defined business metrics.
- Incident resolution time.
- Mean time between failures (MTBF).
- Mean time to recovery (MTTR).
- 5Optimized
- Practice
- Put in place automated reporting (to key stakeholders and to service level management functions) that is aligned with reporting levels (e.g. exception-based).
- Outcomes
- Service transparency to the customer is maximized.
- Business reports may incorporate operational limits of IT services, assets, and staff.
- Metric
- % of services that have automated service level reporting to stakeholders.