SD Metrics Framework

Overview of the Service Desk's Metrics Development

Contents

The Metrics Framework table below organizes the current list of SD metrics into a quasi-balanced scorecard format that is consistent across the areas in CSS.   Columns in the table are individual lines of business, usually headed by a Team Leader.  A second piece of the framework is a sub-section on metrics definitions and further documentation if needed about how they are produced. 

The actual values for these metrics are shown in a series of tables in the next section, where we present up to five quarters of data if it is available. 

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Metrics Framework

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 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.

Definitions and Means of Production

The SD 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

Service Desk

Repair Center

Telephony