Email

14 KPIs

% of email spam messages stopped/detected

[number of spam email stopped/detected] percentage of [number of spam emails]

% of email spam messages unstopped/undetected

[number of spam email unstopped] percentage of [number of spam email]

% of outage due to changes (planned unavailability)

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

% of outage due to incidents (unplanned unavailability)

% of spam false positives

% of virusses & spyware detected in email

Availability (excluding planned downtime)

[Actual uptime] percentage of [Planned uptime]

Average size of email boxes/storage

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

Mean Time to Repair (MTTR)

Average of time between resolution of incident and start of incident

Mean-time between failure (MTBF)

Spam detection failure %

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.]