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Creating a Service Measurement Framework will require the ability to build upon different metric s and measurements. The end result is a view of the way individual component measurements feed the end-to-end service measurement which should be in support of key performance indicator s defined for the service. This will then be the basis for creating a service scorecard and dashboard. The service scorecard will then be used to populate an overall Balanced Scorecard or IT scorecard. As shown in Figure 4.11 there are multiple levels that need to be considered when developing a Service Measurement Framework.
Figure 4.11 Service measurement model
What gets reported at each level is dependent on the measures that are selected.
Starting at the bottom, the technology domain areas will be monitoring and reporting on a component basis. This is valuable as each domain area is responsible for ensuring the server s are operating within defined guideline s and objective s. At this level, measurements will be on component availability, reliability and performance. The output of these measurements will feed into the overall end-to-end service measurement as well as the Capacity and Availability Plan s. These measurements will also feed into any incremental operation s improvements and into a more formal CSI initiative.
A part of service measurement is then taking the individual component measurements and using these to determine the true service measurement for an end-to-end service derived from availability, reliability and performance measurements.
As an example let’s use e-mail as a service that is provided. As Figure 4.12 shows, we have four technology domains that often are monitored and reported on. The availability numbers are examples provided only for illustrative purposes.
Figure 4.12 Technology domain vs. service management
Many people think the end-to-end service availability in this example is 96% because it is the lowest availability number. However, since all the failure s which led to decreased availability did not occur at the same time within each technology domain the availability numbers have to be multiplied together. So the simple calculation is 99.96% x 98% x 97.5% x 96%. This provides an availability of the e-mail service at 91.69% which is what the customer experiences.
Service scorecard
This provides a snapshot view of a particular service. The timing is usually monthly but could be weekly or quarterly. It is recommended to report at least on a monthly basis.
Service dashboard
This can include the same measures as those reported on the service scorecard but these are real-time measures that can be made available to IT and the business through the intranet or some other portal mechanism.
At the highest level is a Balanced Scorecard or some form of IT scorecard that provides a comprehensive view of the measured aspects of the service. What should be measured should reflect strategic and tactical goals and objective s.
When developing a Service Management Framework it is important to understand which are the most suitable types of report to create, who they are being prepared for, and how they will be used.
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