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In the table below, the left column marks off the "balanced scorecard" quadrants in our metrics framework. Adjacent columns list by "line of business" the current roster of existing or potential metrics. The metrics are in various states of development --
- bold face indicates "operational" metrics, with a defined means of production, and a historical record;
- normal face are for "possible" metrics, that aren't well established now but could be with a small development effort using existing systems;
- italic face shows "prospective" metrics, desirable metrics that don't know now have a path to becoming established.
New metrics ideas can be introduced at any time. Continuous improvement efforts seek to move prospective metrics to possible, and possible to operational, within the normal operations of the teams involved.
Metrics Quadrant | DMCA | Net-Security | Stopit | Info-Protect |
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Client Satisfaction or | Type of Risk Exposure averted | Type of Risk Exposure averted | Type of Risk Exposure Averted | # of days since a major spill? |
Resource Utilization | DMCA tickets | Net-Security tickets | StopIT tickets | # of info-protect incidents |
Resource Utilization | Ratio of Incidents to agents? | Ratio of Incidents to agents? | Ratio of Incidents to agents? | Level of effort per incident? |
Process Performance | Avg Backlog | Avg Backlog | Avg Backlog | Backlog |
Finances |
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Definitions and Means of Production
The DS ITSS Metrics Definitions and Means of Production page holds a table listing metrics we have in some detail, and identifying measures we'd like to build.
Five (or more) Quarters of Measures Presentation
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{viewdoc:name=ITSS metrics.doc}
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Team Leaders upload fresh versions of their metrics documents here. |
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