External metrics are to measure service delivery and should indicate any issues that may be
causing a detrimental impact on users of the ICT services.
Example external metrics:
- length of time elapsed between identifying an incident (TT5019g) and resolving it
- number of calls logged in a given period
- number of calls logged in a given period sorted by priority
- number of calls logged in a given period sorted by category (TT5006g)
- number of changes (TT5008g) implemented in a given period
- number of successful changes in a given period
- number of failed changes in a given period
- availability of ICT services
Go back to Measuring the performance of technical support (TT5133)
