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39 <br /> Customer/Stakeholder Metrics: <br /> • Customer Satisfaction Survey: conducted annually or every six months <br /> a. Supplement this with monthly customer satisfaction surveys based on help desk tickets <br /> • Infrastructure Incident Resolution Index (SLA): Incidents resolved with SLA/Total Incidents <br /> • Incident resolution within SLA target <br /> • Percentage of problems resolved within 4 hours, 8 hours, 24 hours, 48 hours (per SLA) <br /> • System Availability by application priority level: <br /> • Measured as percentage of employees affected by outages, based on application <br /> priority level (as established by the IT Governance Council) <br /> • Measured as percentage of business hours affected by outages, based on application <br /> priority level (as established by the IT Governance Council) <br /> • Percentage of help desk calls resolved at the time of the call <br /> • Percentage of project requests addressed: <br /> o On time <br /> • On budget <br /> • Within pre-agreed upon scope <br /> • Average time required to repair pc/printer <br /> Continuous Improvement: <br /> • % Costs for Value-Added Services <br /> • Cost-Benefit of Efficiency Improvements, including Cost Savings from Efficiency Improvements <br /> Business Alignment: <br /> • Percentage of IT Hours Allocated by Business Priority <br /> • Percentage of IT Hours By Business Initiative <br /> • Expenditure by Business Initiative <br /> Learning/Innovation Metrics: <br /> • Number of innovations implemented (divided by) Number of innovation ideas generated per IT <br /> employee over a given period <br /> • Training days per employee: demonstrates increased skill-sets <br /> • Certifications per IT personnel: demonstrates knowledge gains <br /> 37 <br />