Key Performance Indicators, Productivity, and Metrics - KPI Metrics Quality Cost Control Products are all Delivered Electronically
Key Performance Indicators (KPI) Metrics Service Management - Silver Edition includes:
- KPI Metrics for the Internet, Information Technology, and Service Management (PDF)
- IT Service Management Policy Template (Word)
- Service Level Agreement Policy Template (Word/PDF) defines a three tier environment and specific SLAs metrics that are both internally and externally focused. The sample contains over 70 metrics presented graphically in PDF format.
Metrics are the key to productivity improvements. When the correct factors are measured - behavior is modified and encouraged resulting in improved productivity and operating performance. When the wrong things are measured there can, and offend are unintended negative consequences. Productivity can be degraded as the wrong behaviors are encouraged. For this reason, it is critical for KPI to be driven by operational and strategic objectives. Included in the KPI Metrics HandiGuide are proven KPI metrics which dozens of "World Class" enterprises have found create environments that are driven to succeed.
Clients have found, many applications and application monitoring tools now depend on online desktop monitors with automated interaction with the system administrators to provide real time data analysis. In some cases these desktop KPI and metrics tools even operate on devices as small as a Smartphone.
In today's Blockchain environment of instant interaction between the user and the provider of a service and/or product, it is not unusual for individuals to view status 24/7.
Key Performance Indicator (KPI), Metrics, Quality, and Cost Control
A Key Performance Indicator (KPI) is a measurable value that demonstrates how effectively a company is achieving key business objectives. Organizations use KPIs to evaluate their success at reaching targets
The quality of IT systems and applications is driven by what is measured, the quality control, including version control, that is utilized as the standards of the enterprise. With that Janco with its clients has created infrastructure tools, which when implemented, assist CIOs and IT organizations to become world class providers of services to their enterprises and customers.
- KPI Metrics for the Internet, IT, and Service Management
- Business and IT Impact Questionnaire (Risk Assessment)
- Cost Control and Metrics Bundle
- ITIL Template
- Quality Assurance and Control Bundle
- Service Level Agreement Template with sample metrics
- Threat and Vulnerability Assessment Tool
The HandiGuide provides detail examples and suggested metrics. Historically KPI metrics have also been called Critical Success Factors (CSF) and are the operational benchmark that enterprises of all sizes are using today.
Table of Contents
- KPI Metrics HandiGuide
- Introduction
- Book Structure
- Organizational Responsibilities
- Internet, Wireless, Electronic Communication, and LANs
- KPI Metrics Design
- KPI Metrics
- KPI Metrics Implementation
- Data Capture
- KPI Metrics System
- Sample Reports
- Organizational Responsibilities
- Base Assumptions and Objectives
- Management Process
- Executive Management
- General Operations Management
- Individual Managers and Staff Members
- Responsibilities
- Manager, Internet, and IT Resource Group
- Manager, Enterprise Operational Group
- Steering Committee.
- Manager, KPI Metrics
- Enterprise Managers (Groups, Departments and Divisions)
- Enterprise Staff Members
- Asset Owners
- Support Managers
- Users
- Help Desk
- Outside IT Services (Outsourcers)
- Outsourcing KPI Metrics
- Best practices for outsourcing KPI metrics
- Basic outsourcing metrics
- Responsibilities When Using IT Services
- Outside IT Services - Basic Policies
- Internet, Wireless (Wi-Fi), Electronic Communication, and LANs
- Electronic Communication Usage Guidelines
- Internet
- Internet Characteristics
- Security Concerns
- Firewalls
- Screening Router
- Dual-Homed Gateway
- Screening Router and Bastion Host
- Encryption
- Policy and Procedures
- KPI Metrics Process
- KPI Metrics Design
- Reporting Audiences
- Report Groupings
- Financial
- Staffing
- Internet - Infrastructure
- Competitive/Comparative
- Productivity
- System Development
- IT Infrastructure
- Quality Assurance
- Help Desk
- Computer Operations
- Communications
- Other - Technology
- Enterprise/Industry Specific
- KPI Metrics
- Report Categories
- Graphic Data Presentation
- Data Presentation Rules
- KPI Metrics - IT
- Financial
- Staffing
- Internet - Electronic Infrastructure
- Competitive/Comparative
- Productivity
- System Development
- IT Infrastructure
- Quality Assurance
- Help/Service Desk
- Computer Operations
- Communications
- Other - Technology
- Enterprise/Industry Specific
- KPI Metrics Implementation
- Metrics Management Loop
- Internet and IT Report Package
- SLA Report Package
- Data Capture
- User Vision of Performance
- Monitors
- KPI Metrics System
- Overview
- Select KPI Metrics
- Capture and Record Data for Current Period
- View Documents
- Print Reports
- System Modifications
- Technical Naming Conventions
- Sample Report
- Report Table of Contents
- Financial
- Staffing
- Internet - Electronic Infrastructure
- Competitive/Comparative
- Productivity
- System Development
- Reengineering - Office Automation
- Quality Assurance
- Help Desk
- Computer Operations
- Communications
- Other
- Industry Specific
- Sample Reports
- Key Measures Report
- Expense Performance Summary
- Expense Variance by Category
- Expense Variance by Cost Center
- Capital Plan Performance
- Project Capital Expenditures
- Billing Allocation
- System Usage by Customer
- Resource Usage by Customer
- Staff Plan Performance
- Head Count Summary
- Staff Turnover Report
- Protected Classes Summary
- User Penetration Count
- User Penetration Volume
- E-mail Traffic
- Social Networks
- WEB Statistics
- Electronic Commerce Sales
- Electronic Commerce Returns
- High Volume Users
- Low Volume Users
- Revenue & Capital
- Expenses & Staffing
- Competitive Application Matrix
- Technology Penetration Trends
- Development Productivity
- Production Support Productivity
- Response Time Report - Report A
- Response Time Report - Report B
- Service Request Backlog
- Project Status Report
- Service Request Aging
- Service Request Closure Priority 1
- Service Request Closure Priority 2 and 3
- Conversion Status
- Reengineered Service Performance
- Work From Home Workers
- Work From Home Productivity
- E-Mail Usage.
- Voice Mail Usage
- Project Status Report - Reengineering
- Test Results by Release
- Release Test Comparison (Special)
- Customer Satisfaction
- Quality Improvement Program
- Work Load Summary
- Quick Incidents
- Problem Notification Analysis
- Problem Notification by Priority
- Problem Notification by Category
- Problem Closure Statistics
- Installation Repair Management
- Computer Capacity
- Combined Computer Work Load
- On-Line Performance Summary
- E-Mail and EDI Traffic
- Computer Outages
- Batch Processing Performance
- Billing & Report Distribution Performance
- Charge Back Details
- Network Outages
- Electronic Commerce
- Switch Performance Report
- Voice Mail Performance
- Workstation Analysis
- LAN Analysis
- Usage Analysis
- Distribution
- Education
- Entertainment
- Financial Service
- Government
- Hospitality
- Insurance
- Manufacturing
- Medical
- Real Estate
- Retail
- KPI Metrics for Internet, Customers and Social Networks
- Internet and Social Networks KPIs
- KPIs & Metrics for Customers
- Customer Satisfaction KPIs
- Attached Job Descriptions
- Chief Digital Officer
- Chief Experience Officer
- Digital Brand Manager
- Manager Metrics
- Manager KPI Metrics
- Manager Service Level Reporting
- Key Performance Indicator Analyst
- SEO Specialist
- Version History
Samples
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