Production Support Metrics

PRODUCTION SUPPORT METRICS

S. No. Measure Objective Data Items to be collected Units of Formula for Measure

Data Item



a)Number of Escalation events on

given solutions by customer's senior

To know defective solution manager/executive with evidence

developed/offered and justification in a month

/implemented that has

adverse effect on Customer

1 Customer Impact Event or Customer’s customers Nos. per month a

To monitor production a)Number of production failures that

software ABENDs caused by happened because of code changes in

changes done and try to a month

Controllable ABENDs ensure that they are within

2 (abnormal end of task) the agreed limits Nos. per month a

To know the actual support a)Agreed number of hours covered in

hours coverage with respect a day

to agreed coverage b)Agreed number of support days

covered in a month

c)Actual number of hours covered in

a day

d)Actual Number of support days

3 Support Coverage covered in a month %age 100 x (C*D)/(A*B)

To keep track of the a)Total Tickets that were responded

problems that are responded by vendor within agreed SLA time in a

to within the defined month

response times b)Total Number of tickets sent by

4 Issue Responsiveness customer in a month %age (a/b)*100

To monitor development a) Total effort spent on Changes

quality by tracking the delivered in a month

number of Software b) total number of Priority 1 or

production program changes Priority 2 defect in delivered changes

done and defects found due in a month

to these changes defect count/

5 Defect Density effort b/a

To keep track of issues a)Total Tickets that were resolved

resolved or identified and within agreed SLA time in a month

being worked expeditiously b)Total Number of tickets assigned by

within the set response time customer in a month

from receiving the problem

7 Issue Resolution %age (a/b)*100

To measures the efficiency a) total time estimates for work

of solution by tracking and completed in a month

reporting on the accuracy of b) Actual effort (time) spent in a

8 Solution Estimates estimates month %age 100 x (B/A)

nth a









Nos. per month a









%age 100 x (C*D)/(A*B)









%age (a/b)*100









defect count/

effort b/a









%age (a/b)*100









%age 100 x (B/A)





FIS Global Business Solutions India Ltd Author : SEPG Page 2 of 2