part of the OIT service catalog (www.alaska.edu/oit/services) prior to placing this call or submitting this ticket?" CSF #3 OIT personnel awareness of the technology supporting the services. KPI 3.1 Percentage 3.1.1 ITSM tool; percent Greater Yearly QuaNtitative Value, increase in increase in number of percentage Compliance completeness of supporting services with over time supporting services attached listing of IT against the IT components that make up components that each supporting service. make up those services. KPI 3.2 Increase in 3.2.1 ITSM Cherwell tool; does Greater Yearly QuaLtitative Value, OIT Support Center the service definition have the percentage Compliance having access to appropriate service over time information to component-related support all live information? *Tied to services, measured configuration management so by the percentage of may take longer to implement incidents with the appropriate information. GLOSSARY Potential Sources From is the information being gathered? Norms A single target number, or the upper and lower limits for acceptable performance. Calculation Interval How often is the information being gathered? Qualitative or Is the measurement Qualitative or Quantitative? Quantitative V, Q, P, or C Is this Value, Quality, Performance or Compliance Value Value is generated through exchange of knowledge, information, goods or services. Is what we are doing making a difference?
part of the OIT service catalog (www.alaska.edu/oit/services) prior to placing this call or submitting this ticket?" CSF #3 OIT personnel awareness of the technology supporting the services. KPI 3.1 Percentage increase in completeness of supporting services against the IT components that make up those services. 3.1.1 ITSM tool; percent increase in number of supporting services with attached listing of IT components that make up each supporting service. Greater percentage over time Yearly QuaNtitative Value, Compliance KPI 3.2 Increase in OIT Support Center having access to information to support all live services, measured by the percentage of incidents with the appropriate information. 3.2.1 ITSM Cherwell tool; does the service definition have the appropriate service component-related information? *Tied to configuration management so may take longer to implement Greater percentage over time Yearly QuaLtitative Value, Compliance GLOSSARY Potential Sources From is the information being gathered? Norms A single target number, or the upper and lower limits for acceptable performance. Calculation Interval How often is the information being gathered? Qualitative or Quantitative Is the measurement Qualitative or Quantitative? V, Q, P, or C Is this Value, Quality, Performance or Compliance Value Value is generated through exchange of knowledge, information, goods or services. Is what we are doing making a difference?
SCMProcessDescription_Final.docx