Key process indicators
The request management process has several key process indicators. These key process indicators should cover the progress of implementing the process across the service provider organization, compliance with the process policies, the effectiveness of producing the process deliverables, and the efficiency of the execution. A balanced set of metrics will ensure that the process is being measured appropriately and that the key areas are covered. Some examples of key process indicators are as follows:
- Total number of requests recorded for a specified period as a control
- Number of requests per request model for a specified period
- Number and percentage of requests closed within the agreed target by the request model
- Number and percentage of requests logged without a request model
- Mean time to complete requests by the request model for a specified period
- Cost to complete requests by the request model for a specified period
It will...
