Telephony

10 KPIs

% of dropped telephone calls (DCR)

% of outage due to changes (planned unavailability)

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

% of outage due to incidents (unplanned unavailability)

Availability (excluding planned downtime)

[Actual uptime] percentage of [Planned uptime]

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

Mean Opinion Score (MOS)

Mean Time to Repair (MTTR)

Average of time between resolution of incident and start of incident

Mean-time between failure (MTBF)

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.]