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Key Metrics for Application Outsourcing – What to Measure!

January 23, 2016 • Key Metrics Application Outsourcing - What to Measure!

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Application outsourcing engagements are typically governed via specific service agreements that are comprised of a number of SLAs. Metrics are a critical ingredient of an SLA. There are dozens of metrics that could potentially be measured for outsourced application support and maintenance services.

 

Tackle the Basics First

 

Days & Hours

Unit of Time – What is a “day”? Does it start in a specific time-zone? Does it include holidays? Does it include weekends?

Define a “day” starting from a specific time-zone such as the time-zone from which most of the application users work. Often, different SLA’s are defined based on different business calendars. For example, you may want 24×7 support for Severity-1 production support, whereas regular business hours may be adequate for requests that are not Severity-1.

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18 Responses to Key Metrics for Application Outsourcing – What to Measure!

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  6. IT Services says:

    That’s interesting that if the production support backlog increases between multiple time-periods, it is an indicator that the application may not operate well. Nice blog.

  7. Bob Anderson says:

    Yes, that can be one indicator. If the support team’s application maintenance / enhancement backlog is continuing to increase. The team lead needs to investigate if just more work is coming in, the team is not getting the backlog consumed as quickly as they should OR is time being spent on fixing Issues / Problems which may have far more serious indications “that the application may not be operating well” – Good job connecting the dots!

  8. Ravindra Joshi says:

    Support requests are raised by customer quite frequenty- in ERP application say 2-3 request per week which was @ 15 request a week when application was rolled out. Can we consider a metrics like no of requests, compared to same time previous year and show the improvment in Suport Servcies?

  9. Bob Anderson says:

    Yes, you could count the number and type of requests by month over the time period since the rollout. Graph the number per month over the time since rolled out. If you want to get more detailed bet a SLA agreement of Time to Respond and Time To Resolve for – Critical, High, Medium, Low requests (different time for each level of importance) Graph the % with in the Service Guidelies and Outside Service Guideliens. You can also calculate a Trend Line of the number received per month this calc is in EXCEL, this is even more impressive to service improvement. Bob

  10. Bob Anderson says:

    Take a look on the Tracer Drop Down Menu for Service Operations. There are a number of Service Goal reports / graphs there that are examples of what we are talking about. Bob

  11. Bob Anderson says:

    Absolutely you can but remember a count of the number of service requests recived is not enough: How large are they, hours, how many people were involved (average FTE), you must compare apples to apples. More data are required beyond just counts.

  12. […] > Continue reading: Tackle the Basics First and Operational Support Services […]

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