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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 />