Application

19 KPIs

% of failed system transactions

% of outage due to changes (planned unavailability)

[Outage due to planned changes] percentage of [total Outage]

% of outage due to incidents (unplanned unavailability)

% of system transactions executed within response time threshold

% of system transactions executed within response time threshold during peak-time

Application Performance Index (Apdex)

The Apdex formula is the number of satisfied samples plus half of the tolerating samples plus none of the frustrated samples, divided by all the samples.

Availability (excluding planned downtime)

[Actual uptime] percentage of [Planned uptime]

Average response time of transactions

[1 - (Availability/100)] X 365 X 24 X 60

Maximum response time of transactions

Mean Time to Repair (MTTR)

Average of time between resolution of incident and start of incident

Mean-time between failure (MTBF)

Number of software defects in production

Number of times (corporate) website shows a 404 page

Requirement Coverage Percentage

Requirement Gap Percentage

Unit costs of IT service(s)

[cost of providing IT service] divided by [number of units e.g. application transactions, storage GB, number of email accounts, etc.]