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In the table below, the left column marks off the "balanced scorecard" quadrants in our metrics framework. Adjacent columns list by "line of business" the current roster of existing or potential metrics. The metrics are in various states of development --
- bold face indicates "operational" metrics, with a defined means of production, and a historical record;
- normal face are for "possible" metrics, that aren't well established now but could be with a small development effort using existing systems;
- italic face shows "prospective" metrics, desirable metrics that don't know now have a path to becoming established.
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Metrics Quadrant | DMCA | Net-Security , | Stopit | Info-Protect |
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Client Satisfaction or | Type of Risk Exposure averted | Type of Risk Exposure averted | Type of Risk Exposure Averted | # of days since a major spill? |
Resource Utilization | DMCA tickets per time | Net-Security tickets per timetickets | StopIT tickets per time tickets | # of info-protect incidents per time? |
Resource Utilization | Ratio of Incidents to agents? | Ratio of Incidents to agents? | Ratio of Incidents to agents? | Level of effort per incident? |
Process Performance | Avg Backlog | Avg Backlog | Avg Backlog | Backlog? |
Finances |
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Definitions and Means of Production
The ITSS Metrics Definitions and Means of Production page holds a table listing metrics we have in some detail, and identifying measures we'd like to build.
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{viewdoc:name=ITSS metrics.doc}
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Team Leaders upload fresh versions of their metrics documents here. |
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