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Service Performance Monitoring

E1

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.