Internal metrics are to manage the processes and should indicate any issues internal to ICT that
may impact on service delivery.
Example internal metrics:
- availability of individual components such as routers (AP3069g) and servers (AP3066g) - used
to calculate service availability
- breakdown of time taken by each participant in the lifecycle of an incident (TT5015g)
- breakdown of time taken in each step of the lifecycle of an incident
- percentage volume of incidents resolved by the Service Desk (TT5022g) in a given period
- number of changes (TT5008g) approved in a given period
- number of changes rejected in a given period
- length of change meetings and trend over time
- number of resubmitted changes following failure during testing
Go back to Measuring the performance of technical support (TT5133)
