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