Service Quality Metrics
How can IT better communicate with its customers?
The answer is simple: Speak their language. By addressing issues and opportunities in business terms, IT can provide a clear channel of communication with the business. By understanding how service is delivered in business terms, IT can provide a higher quality service to its customers.
The Service Quality Overview displayed combines performance and availability metrics into one consolidated chart providing a complete view of service quality. This Business Weighted incorporates User Count and Behavior, Location Specifics, Business Calendars and Financial Risk into the metric.
How do I provide knowledge to my customers so they can better manage their businesses?
When business people rely on technology to execute their business processes, they need information regarding the performance and availability of the systems that support them. The better this information is, the better they can react, adjust and plan their people and processes.
Can I supply business oriented dashboards to my customer?
Customers and business users of IT today are increasingly asking for dashboards for their critical support systems. These dashboards are needed in order to manage real-time operations, provide updates to management and staff, and prioritize requests for IT resources. Pushing knowledge provides a substantial increase in value over traditional (pull) environments where business people must research issues using the limited means at their disposal including requests for information from IT.
What type of dashboards do I provide to executive management?
Executives demand simple, summarized information which enables them to quickly determine if they need to take personal action. They also expect their senior managers to have the same information (but with more detail) so they are always on the same page. Consolidated indicators are much more valuable and functional than varied types of low-level indicators.
How does EvidantSP address the area of Service Quality Metrics?
Most organizations have or are investing in transactional data collection tools from leading companies such as Mercury, IBM Tivoli, CA, Compuware, Tevron, Auditec and others. EvidantSP plugs into one or more of these tools to create a common business transaction model.
Transactions represent how business uses IT to execute their jobs. Therefore, the best way to measure service quality is to collect and analyze data from these transactions. EvidantSP maps all transactions into a business activity model resulting in a series of Service Quality Metrics.
The ApDex (Application Index) chart shown here provides a measure of users' perception of application performance. For more information about ApDex, please go to www.apdex.org.