Performance Indicators
Like any strategic initiative Managed Application Services need to be clearly measured and monitored. Generally, the indicators fall into 5 categories.
| 1. | Service delivery | Actual performance against agreed service levels. |
| 2. | Management satisfaction | Assessment of the services provided from a management perspective. |
| 3. | User satisfaction | Assessment of the services provided from an end-user perspective. |
| 4. | Co-operation | Evaluation of Dialog’s ability to provide the services in a seamless and uncomplicated manner. |
| 5. | Innovation | Extent to which Dialog has introduced ideas, processes, methods or technology which have benefited the client. |
During the transition phase, each category is usually weighted (out of 100%). They are then scored annually by the client to provide a balanced service scorecard.
Below are examples of performance indicators which can form part of the assessment.
- % of stakeholders satisfied with service responsiveness
- % reduction in the unit cost of IT services
- % of IT roles with backup personnel
- % of defects uncovered prior to production
- % reduction in high severity incidents per user per month
- % of projects on time, on budget and meeting expectations
- Peak load and overall utilisation rates
- % of peaks where target utilisation is exceeded
- Transaction failure rate
- Frequency of service interruption of critical systems
- Average duration of incidents by severity
- % of incidents reopened
- % of problems resolved within the required time period
- % of scheduled work requests not completed on time
- Number of improvement actions driven by monitoring activities
Dialog will work with you to develop the performance indicators and targets for your organisation.
