Building A Measurement Grid
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Define the measure
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Determine the KPI category
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Establish the policy and target (target will change with process maturity)
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Determine the tool or medium to realize the measure
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Define the output format (graph, data, etc)
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Define distribution list and report frequency
|
Category |
Measure |
Policy |
Target |
Tool |
|
Value, Quality |
# of incidents resolved outside of SLA |
All incidents to be resolved within SLA |
90% of the time |
Incident Module |