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A Metric System for Measuring the Degree of Success of Managed Service Requests

Indicators are useful for measuring activity efficiency and progress toward pre-designated goals. Before implementing a KPI (Key Performance Indicator) system, an organization must have clear its mission, stakeholders and objectives. This is important because KPI are quantifiable measurements and have to be agreed beforehand in order to reflect critical success factors.

KPI can vary from organization to organization, the important thing is that they must reflect the organization's objectives and must be key to its success. Key Performance Indicators may change over time as the organization's objective change.

(For illustration purposes, a simple generic case will be taken into consideration. This case can be further analyzed for specialization purposes. In practice the following could represent a managed service request in a Call Center context.)

The objective is to control those processes that determine (from the point of view of the organization) performance efficiency and effectiveness toward a target (such as a customer). 

The steps to achieve the objective:

1) Choose which process to monitor (e.g., Process A) 

2) Identify indicators for the selected processes (e.g., Customer Satisfaction, Delivery Time) 

3) Create profile for indicators (Metrics, Family, and Source)

Measurement criteria

Customer Satisfaction
Degree of success
Satisfaction level of the request/change
SLA (Service Level Agreement)
Delivery Time
Evaluation of  the response time / delivery
Response / Specifications


Quality for this process is measured in terms of customer satisfaction:

- LREQ = represents the reception level and request comprehension (the needs of the customer)

- LRES = represents the response level to the requests

The relation LREQ / LRES defines the level of customer satisfaction in the following way:

- LRES / LREQ = 1, customer requests were satisfied (e.g., as agreed by SLA or pre-defined)

- LRES / LREQ > 1, customer requests were satisfied and expectation exceeded

- LRES / LREQ < 1, customer requests were not satisfied


Efficiency defines the response time from the time of receiving a request.

LEFF = (Response Time) / (Receiving a Request)

= 1
Requests were satisfied as
established in the SLA.
Requests were satisfied as
established in the SLA.
< 1
Requests were not satisfied.
Requests were not satisfied.
> 1
Requests were satisfied and
expectation exceeded.
Requests were satisfied and
expectation exceeded.

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