{"id":214481,"date":"2014-03-03T15:16:04","date_gmt":"2014-03-03T11:16:04","guid":{"rendered":"http:\/\/savepearlharbor.com\/?p=214481"},"modified":"-0001-11-30T00:00:00","modified_gmt":"-0001-11-29T21:00:00","slug":"","status":"publish","type":"post","link":"https:\/\/savepearlharbor.com\/?p=214481","title":{"rendered":"<span class=\"post_title\">1000+ KPI<\/span>"},"content":{"rendered":"<div class=\"content html_format\">   \t\u041f\u0440\u0438\u0432\u0435\u0442. \u0415\u0441\u043b\u0438 \u0412\u044b \u0445\u043e\u0442\u044f \u0431\u044b \u0440\u0430\u0437 \u0441\u0442\u0430\u043b\u043a\u0438\u0432\u0430\u043b\u0438\u0441\u044c \u0441 \u0437\u0430\u0434\u0430\u0447\u0435\u0439 \u0441\u043e\u0437\u0434\u0430\u043d\u0438\u044f \u0441\u0438\u0441\u0442\u0435\u043c\u044b \u043a\u043b\u044e\u0447\u0435\u0432\u044b\u0445 \u043f\u043e\u043a\u0430\u0437\u0430\u0442\u0435\u043b\u0435\u0439 \u044d\u0444\u0444\u0435\u043a\u0442\u0438\u0432\u043d\u043e\u0441\u0442\u0438 (KPI) \u0434\u043b\u044f \u0441\u043e\u0442\u0440\u0443\u0434\u043d\u0438\u043a\u043e\u0432 \u0438\u043b\u0438 \u043f\u0440\u043e\u0435\u043a\u0442\u043e\u0432, \u0442\u043e \u0441\u043a\u043e\u0440\u0435\u0435 \u0432\u0441\u0435\u0433\u043e \u0441\u043e\u0433\u043b\u0430\u0441\u0438\u0442\u0435\u0441\u044c, \u0447\u0442\u043e \u0437\u0430\u0434\u0430\u0447\u0430 \u044d\u0442\u0430 \u043d\u0435 \u0438\u0437 \u043b\u0435\u0433\u043a\u0438\u0445. \u0420\u0435\u0448\u0435\u043d\u0438\u044f \u00ab\u0432 \u043b\u043e\u0431\u00bb \u0437\u0434\u0435\u0441\u044c \u043d\u0435 \u0440\u0430\u0431\u043e\u0442\u0430\u044e\u0442, \u043c\u043d\u043e\u0433\u0438\u0435 \u043e\u0447\u0435\u0432\u0438\u0434\u043d\u044b\u0435 \u043f\u043e\u043a\u0430\u0437\u0430\u0442\u0435\u043b\u0438 \u043d\u0430 \u043f\u0440\u043e\u0432\u0435\u0440\u043a\u0443 \u043e\u043a\u0430\u0437\u044b\u0432\u0430\u044e\u0442\u0441\u044f \u043d\u0435\u0438\u043d\u0444\u043e\u0440\u043c\u0430\u0442\u0438\u0432\u043d\u044b\u043c\u0438, \u0434\u0430\u044e\u0442 \u0438\u0441\u043a\u0430\u0436\u0435\u043d\u043d\u043e\u0435 \u043f\u0440\u0435\u0434\u0441\u0442\u0430\u0432\u043b\u0435\u043d\u0438\u0435 \u043e \u0441\u0438\u0442\u0443\u0430\u0446\u0438\u0438 \u0438\u043b\u0438 \u043c\u043e\u0433\u0443\u0442 \u0431\u044b\u0442\u044c \u043b\u0435\u0433\u043a\u043e \u0438\u0441\u043a\u0430\u0436\u0435\u043d\u044b \u0441\u043e\u0442\u0440\u0443\u0434\u043d\u0438\u043a\u0430\u043c\u0438.<br \/>  \u0427\u0442\u043e \u0431\u044b \u0441\u043e\u043a\u0440\u0430\u0442\u0438\u0442\u044c \u0434\u0440\u0430\u0433\u043e\u0446\u0435\u043d\u043d\u043e\u0435 \u0432\u0440\u0435\u043c\u044f, \u0441\u043e\u0445\u0440\u0430\u043d\u0438\u0442\u044c \u043d\u0435\u0440\u0432\u043d\u044b\u0435 \u043a\u043b\u0435\u0442\u043a\u0438 \u0437\u0434\u043e\u0440\u043e\u0432\u044b\u043c\u0438 \u0438 \u0434\u0430\u0442\u044c \u00ab\u0432\u0434\u043e\u0445\u043d\u043e\u0432\u0435\u043d\u0438\u0435\u00bb, \u043f\u0440\u0435\u0434\u043b\u0430\u0433\u0430\u044e \u043e\u0437\u043d\u0430\u043a\u043e\u043c\u0438\u0442\u0441\u044f \u0441\u043e \u0441\u043f\u0438\u0441\u043a\u043e\u043c \u043f\u043e\u043f\u0443\u043b\u044f\u0440\u043d\u044b\u0445 KPI \u0434\u043b\u044f IT. \u0412\u043e\u0437\u043c\u043e\u0436\u043d\u043e \u043d\u0435\u043a\u043e\u0442\u043e\u0440\u044b\u0435 \u0438\u0437 \u043d\u0438\u0445 \u043f\u043e\u043c\u043e\u0433\u0443\u0442 \u0441 \u0440\u0435\u0448\u0435\u043d\u0438\u0435\u043c \u0432\u0430\u0448\u0435\u0439 \u0437\u0430\u0434\u0430\u0447\u0438.<br \/>  <a name=\"habracut\"><\/a>  <\/p>\n<h4>IT<\/h4>\n<p>  <\/p>\n<h4>\u041e\u0431\u0449\u0435\u0435<\/h4>\n<p>  # extra months spent for the implementation <br \/>  # fixed bugs <br \/>  # of alerts on exceeding system capacity thresholds <br \/>  # of annual IT service continuity plan testing failures <br \/>  # of business disruptions caused by (operational) problems <br \/>  # of changes closed, relative to # of changes opened in a given time period<br \/>  # of complaints received within the measurement period<br \/>  # of failures of IT services during so-called critical times <br \/>  # of incidents closed, relative to # of incidents opened in a given time period<br \/>  # of incidents still opened <br \/>  # of open incidents older than 15 days relative to all open incidents <br \/>  # of open problems older than 28 days relative to all open problems <br \/>  # of open service requests older than 28 days relative to all open service requests <br \/>  # of overdue changes relative to # of open changes <br \/>  # of overdue problems relative to # of open problems <br \/>  # of requests closed, relative to # of requests opened in a given time period<br \/>  # of Service Level Agreement (SLA) breaches due to poor performance <br \/>  # of unmodified\/neglected incidents <br \/>  % accuracy of forecast against actuals of expenditure as defined in capacity plan <br \/>  % accuracy of forecast against actuals of expenditure as defined in continuity plan <br \/>  % applications with adequate user documentation and training <br \/>  % bugs found in-house <br \/>  % financial management processes supported electronically <br \/>  % hosts missing high priority patches <br \/>  % of (critical) infrastructure components with automated availability monitoring <br \/>  % of actual uptime (in hours) of equipment relative to #s of planned uptime (in hours) <br \/>  % of application \/ software development work outsourced <br \/>  % of backlogged\/neglected change requests <br \/>  % of business process support of applications <br \/>  % of closed service requests that have been escalated to management, relative to all closed service requests <br \/>  % of Configuration Items (CIs) included in capacity reviews <br \/>  % of Configuration Items (CIs) with under-capacity, relative to all CIs used to deliver services to end-customers <br \/>  % of delivered changes implemented within budget\/costs <br \/>  % of efficient and effective technical business process adaptability of applications <br \/>  % of incidents prior to the lifecycle <br \/>  % of incidents solved within deadline <br \/>  % of incidents that can be classified as a repeat incident, relative to all reported incidents <br \/>  % of IT services that are not covered in the continuity plan <br \/>  % of open service requests worked on <br \/>  % of overdue incidents <br \/>  % of overdue service requests <br \/>  % of problems for which a root cause analysis was undertaken <br \/>  % of problems resolved within the required time period <br \/>  % of problems with a root cause identified for the failure <br \/>  % of problems with available workaround <br \/>  % of reopened incidents <br \/>  % of reopened service requests <br \/>  % of response-time SLAs <br \/>  % of reviewed SLAs <br \/>  % of service requests due to poor performance of services provided to end- customers <br \/>  % of service requests posted via web (self-help) <br \/>  % of service requests resolved within an agreed-upon\/ acceptable period of time <br \/>  % of SLAs with an assigned account manager <br \/>  % of SLAs without service level breaches <br \/>  % of time (in labor hours) used to coordinate changes relative to all time used to implement changes <br \/>  % of unauthorized implemented changes <br \/>  % of unplanned purchases due to poor performance <br \/>  % of urgent changes <br \/>  % of workarounds to service requests applied <br \/>  ASL applications cycle management % of implemented changes without impact analysis <br \/>  Average delay in SLAs review <br \/>  Average problem closure duration <br \/>  Average service request closure duration <br \/>  Average spent duration of changes closed relative to the average allowed duration of those changes closed <br \/>  Average time (hours) between the occurrence of an incident and its resolution <br \/>  Average time (in days) between updates of Capacity Plan \u2003<br \/>  Average time (in days) between updates of Continuity Plan <br \/>  Average time spent (in FTE) on producing and keeping up-to-date of<br \/>  Capacity Plans <br \/>  Average time spent (in FTE) on producing and keeping up-to-date of<br \/>  Continuity Plans <br \/>  Business Value (BV) of application(s) <br \/>  Change closure duration rate <br \/>  Customer satisfaction (index) <br \/>  First line service request closure rate <br \/>  Gap between actual network usage and maximum capacity of the network<br \/>  Problem queue rate <br \/>  Ratio of # of incidents versus # of changes <br \/>  Service request closure duration rate <br \/>  Technical Value (TV) of application(s) <br \/>  Time between reviews of IT continuity plan <\/p>\n<h4>\u0416\u0438\u0437\u043d\u0435\u043d\u043d\u044b\u0439 \u0446\u0438\u043a\u043b \u043f\u0440\u043e\u0435\u043a\u0442\u0430<\/h4>\n<p>  <\/p>\n<h5>\u041f\u043b\u0430\u043d\u0438\u0440\u043e\u0432\u0430\u043d\u0438\u0435 \u0438 \u043e\u0440\u0433\u0430\u043d\u0438\u0437\u0430\u0446\u0438\u044f<\/h5>\n<p>  # of conflicting responsibilities in the view of segregation of duties <br \/>  % IT staff competent for their roles <br \/>  % of budget deviation value compared to the total budget <br \/>  % of IT budget spent on risk management (assessment and mitigation) activities <br \/>  % of IT functions connected to the business <br \/>  % of IT initiatives\/projects championed by business owners <br \/>  % of IT objectives that support business objectives <br \/>  % of IT services whose costs are recorded <br \/>  % of processes receiving Quality Assurance (QA) review <br \/>  % of projects meeting stakeholder expectations <br \/>  % of projects on budget <br \/>  % of projects on time <br \/>  % of projects receiving Quality Assurance (QA) review <br \/>  % of projects with a post-project review <br \/>  % of projects with the benefit (Return on Investment) defined up front <br \/>  % of redundant and\/or duplicate data elements as exist in the information architecture <br \/>  % of repeat incidents <br \/>  % of roles with documented position and authority descriptions <br \/>  % of sick days (illness rate) <br \/>  % of software applications that are not complying with the defined information architecture <br \/>  % of software applications that do not comply to the defined technology standards <br \/>  % of stakeholders satisfied with IT quality <br \/>  % of stakeholders that understand IT policy <br \/>  % of variation of the annual IT plan <br \/>  Actual ratio vs. planned ratio of IT contractors to IT personnel <br \/>  Average # of components under management per FTE <br \/>  Delay in updates of IT plans after strategic updates <br \/>  Frequency (in days) of enterprise IT control framework review\/update <br \/>  Frequency (in days) of review of the IT risk management process <br \/>  Frequency (in days) of reviews of the existing infrastructure against the defined technology standards <br \/>  Frequency (in days) of strategy and steering committee meetings <br \/>  Frequency (in days) of updates to the information architecture <br \/>  Frequency (in days) of updates to the technology standards <br \/>  Overtime rate between employee overtime with the planned working times Ratio of IT contractors to IT personnel <\/p>\n<h5>\u0412\u043d\u0435\u0434\u0440\u0435\u043d\u0438\u0435<\/h5>\n<p>  # of application production problems (per application) causing visible downtime<br \/>  # of bugs or software defects of applications (versions) that are in production <br \/>  # of critical business processes supported by obsolete infrastructure <br \/>  # of different technology platforms <br \/>  # of infrastructure components that are no longer supportable <br \/>  % of applications with adequate user and operational support training<br \/>  % of business owners satisfied with application training and support materials <br \/>  % of delivered projects where stated benefits were not achieved due to incorrect feasibility assumptions <br \/>  % of development effort spent maintaining existing applications <br \/>  % of feasibility studies signed off on by the business process owner <br \/>  % of implemented changes not approved (by management \/ CAB) <br \/>  % of infrastructure components acquired outside the acquisition process<br \/>  % of key stakeholders satisfied with their suppliers <br \/>  % of procurement requests satisfied by preferred suppliers <br \/>  % of procurement requests satisfied by the preferred supplier list <br \/>  % of procurements in compliance with standing procurement policies and procedures <br \/>  % of projects on time and on budget <br \/>  % of projects with a testing plan <br \/>  % of Request for Proposals (RFP) that needed to be improved based on supplier responses <br \/>  % of stakeholders satisfied with the accuracy of the feasibility study <br \/>  % of systems that do not comply to the defined technology standards<br \/>  % of users satisfied with the functionality delivered <br \/>  Average # of responses received to Request for Proposals (RFP) <br \/>  Average rework per change after implementation of changes <br \/>  Average time to configure infrastructure components <br \/>  Cost to produce\/maintain user documentation, operational procedures and training materials <br \/>  Satisfaction scores for training and documentation related to user and operational procedures <br \/>  Software average time to procure<br \/>  Time lag between changes and updates of training, procedures and documentation materials <br \/>  Total rework (in FTE) after implementation of changes <\/p>\n<h5>\u041c\u043e\u043d\u0438\u0442\u043e\u0440\u0438\u043d\u0433 \u0438 \u043a\u043e\u043d\u0442\u0440\u043e\u043b\u044c<\/h5>\n<p>  # of (critical) non-compliance issues identified <br \/>  # of (major) internal control breaches, within measurement period <br \/>  # of improvement actions driven by monitoring activities <br \/>  # of IT policy violations <br \/>  # of non-compliance issues reported to the board or causing public comment or embarrassment <br \/>  # of recurrent IT issues on board agendas <br \/>  # of weaknesses identified by external qualification and certification reports<br \/>  % maturity of board reporting on IT to stakeholders <br \/>  % maturity of reporting from IT to the board <br \/>  % of critical processes monitored <br \/>  % of metrics that can be benchmarked to (industry) standards and set targets <br \/>  Age (days) of agreed-upon recommendations <br \/>  Amount of delay to update measurements to reflect actual performance<br \/>  Amount of effort required to gather measurement data <br \/>  Average time lag between identification of external compliance issues and resolution <br \/>  Average time lag between publication of a new law or regulation and initiation of compliance review<br \/>  Cost of non-compliance, including settlements and fines <br \/>  Frequency (in days) of board reporting on IT to stakeholders <br \/>  Frequency (in days) of compliance reviews<br \/>  Frequency (in days) of reporting from IT to the board <br \/>  Frequency of independent reviews of IT compliance \u2003<br \/>  Frequency of IT governance as an agenda item in the IT steering\/strategy meetings <br \/>  Stakeholder satisfaction with the measuring process <br \/>  Time between internal control deficiency occurrence and reporting <\/p>\n<h5>\u041f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0430<\/h5>\n<p>  # of business compliance issues caused by improper configuration of assets<br \/>  # of deviations identified between the configuration repository and actual asset configurations <br \/>  # of formal disputes with suppliers <br \/>  # of incidents due to physical security breaches or failures <br \/>  # of incidents of non-compliance with laws due to storage management issues <br \/>  # of incidents of unauthorized access to computer facilities <br \/>  # of incidents outside hours where security staff are present <br \/>  # of incidents where sensitive data were retrieved after media were disposed <br \/>  # of SLAs without service level breaches relative to # of SLAs under management <br \/>  # of training hours divided by # of employees (in FTE) <br \/>  # of violations in segregation of duties <br \/>  # critical time outage <br \/>  # devices per FTE <br \/>  # incidents per PC <br \/>  # incidents processed per service desk workstation <br \/>  # IT service desk availability <br \/>  # mean time to repair (MTTR) <br \/>  # of complaints <br \/>  # of training calls handled by the service desk <br \/>  # of un-responded emails <br \/>  % of (major) suppliers subject to monitoring <br \/>  % of applications that are not capable of meeting password policy <br \/>  % of availability Service Level Agreements (SLAs) met <br \/>  % of budget deviation relative to total budget <br \/>  % of critical business processes not covered by a defined service availability plan <br \/>  % of delivered services that are not included in the service catalogue <br \/>  % of disputed IT costs by the business <br \/>  % of IT service bills accepted\/paid by business management <br \/>  % of licenses purchased and not accounted for in the configuration repository <br \/>  % of outage due to incidents (unplanned unavailability) <br \/>  % of personnel trained in safety, security and facilities measures <br \/>  % of scheduled work not completed on time <br \/>  % of service levels (in Service Level Agreements) reported in an automated way <br \/>  % of service levels (in Service Level Agreements) that are actually measured<br \/>  % of successful data restorations <br \/>  % of systems where security requirements are not met <br \/>  % of telephone calls abandoned by the caller while waiting to be answered<br \/>  % of transactions executed within response time threshold <br \/>  % of user complaints on contracted services as a % of all user complaints<br \/>  % of users who do not comply with password standards <br \/>  % incidents resolved remotely, without the need of a visit <br \/>  % incidents solved by first point of contact <br \/>  % incidents solved within SLA time <br \/>  % incidents which changed priority during the life-cycle <br \/>  % IT incidents fixed before users notice <br \/>  % IT incidents solved within agreed response time <br \/>  % neglected incidents <br \/>  % of (re(-assignments of service requests <br \/>  % of calls transferred within measurement period <br \/>  % of customer issues that were solved by the first phone call <br \/>  % of first-line resolution of service requests<br \/>  % of incorrectly assigned incidents<br \/>  % of incorrectly assigned service requests<br \/>  % of terminal response time<br \/>  % service requests posted via web (self-help) <br \/>  Actual budget (costs) relative to the established budget <br \/>  Amount of downtime arising from physical environment incidents <br \/>  Average # of training days per operations personnel <br \/>  Average time (in hours) for data restoration <br \/>  Average time period (lag) between identifying a discrepancy and rectifying it<br \/>  Average # of (re)-assignments of closed incidents within measurement period <br \/>  Average # of calls \/ service request per handler <br \/>  Average # of calls \/ service requests per employee of call center \/ service desk within measurement period <br \/>  Average after call work time <br \/>  Average after call work time (work done after call has been concluded) Average amount of time (e.g. in days) between the registration of changes and their closure <br \/>  Average amount of time between the registration of incidents and their closure <br \/>  Average days for lease refresh\/upgrade fulfillment <br \/>  Average days for software request fulfillment <br \/>  Average incident response time <br \/>  Average overdue time of overdue service requests <br \/>  Average problem closure duration <br \/>  Average TCP round-trip time <br \/>  Downtime caused by deviating from operations procedures <br \/>  Downtime caused by inadequate procedures<br \/>  Time before help calls are answered <br \/>  Total service delivery penalties paid <br \/>  Frequency (in days) of physical risk assessment and reviews <br \/>  Frequency (in days) of review of IT cost allocation model <br \/>  Frequency (in days) of testing of backup media <br \/>  Frequency (in days) of updates to operational procedures <br \/>  Frequency of review of IT continuity plan <br \/>  Unit costs of IT service(s) within measurement period <br \/>  User satisfaction with availability of data <\/p>\n<h4>\u0411\u0438\u0437\u043d\u0435\u0441<\/h4>\n<p>  <\/p>\n<h5>\u041e\u0431\u0441\u043b\u0443\u0436\u0438\u0432\u0430\u043d\u0438\u0435<\/h5>\n<p>  # e-mail backlog <br \/>  # of alerts on exceeding system capacity thresholds <br \/>  # of transactions executed within response time threshold <br \/>  % delivered services not in the service catalogue <br \/>  % fully patched hosts <br \/>  % of \u00abdead\u00bb servers <br \/>  % of (assigned) disk space quota used <br \/>  % of disk space used <br \/>  % of dropped telephone calls <br \/>  % of failed transactions <br \/>  % of network bandwidth used <br \/>  % of network packet loss <br \/>  % of transactions executed within response time threshold during peak-time <br \/>  Adoption Rate <br \/>  Application performance index <br \/>  Average # of virtual images per administrator <br \/>  Average % of CPU utilization <br \/>  Average % of memory utilization <br \/>  Average network throughput <br \/>  Average response time of transactions <br \/>  Average retransmissions of network packets <br \/>  Average size of email boxes\/storage <br \/>  Corporate average data efficiency (CADE) <br \/>  Datacenter power usage effectiveness <br \/>  Maximum CPU usage <br \/>  Maximum memory usage <br \/>  Maximum response time of transactions <br \/>  Mean opinion score (MOS) <br \/>  Mean time to provision <br \/>  Mean-time between failure (MTBF) <\/p>\n<h5>\u0414\u043e\u0441\u0442\u0443\u043f\u043d\u043e\u0441\u0442\u044c \u0441\u0435\u0440\u0432\u0438\u0441\u043e\u0432<\/h5>\n<p>  # of developed new systems without downtime issues <br \/>  # of integrate IT systems <br \/>  # of outage due to incidents (unplanned unavailability) <br \/>  # of reviews of management information systems (MIS) <br \/>  % downtime (hours) <br \/>  % effective usage of IT systems <br \/>  % improvement of capacity of current systems <br \/>  % mainframe availability <br \/>  % of outage (unavailability) due to implementation of planned changes, relative to the service hours <br \/>  % of outage (unavailability) due to incidents in the IT environment, relative to the service hours <br \/>  % of outage due to changes (planned unavailability) <br \/>  % of system availability <br \/>  % of unplanned outage\/unavailability due to changes <br \/>  % suitability of IT Systems <br \/>  Customer database availability <br \/>  Total outage from critical time failures in IT services <\/p>\n<h5>\u0417\u0430\u0442\u0440\u0430\u0442\u044b<\/h5>\n<p>  # of maintenance contracts <br \/>  % cost adherence <br \/>  % hardware asset value to total IT value<br \/>  % IT security budget <br \/>  Average age of hardware assets <br \/>  Average cost to solve a problem <br \/>  Average cost to solve an incident <br \/>  Average costs of a release <br \/>  Average costs of change implementation<br \/>  Average penalty costs per SLA <br \/>  Average costs of penalties paid on Service Level Agreements (SLAs) <br \/>  Cost of CMDB reconciliation <br \/>  Cost of consumable items such as ink, cartridges, cds etc <br \/>  Cost of delivery <br \/>  Cost of digital storage media <br \/>  Cost of Infrastructure <br \/>  Cost of leased equipment <br \/>  Cost of maintenance per 1000 lines of code <br \/>  Cost of producing and keeping up-to-date of Capacity Plans <br \/>  Cost of producing and keeping up-to-date of Continuity Plans <br \/>  Cost of purchase <br \/>  Cost of security incidents <br \/>  Cost of security incidents due to unauthorized access to systems <br \/>  Cost of spares <br \/>  Cost per device <br \/>  Cost per PC <br \/>  Cost per stored terabyte <br \/>  Cost per terabyte transmitted <br \/>  Costs associated to unplanned purchases to resolve poor performance Costs of operating a call center \/ service desk, usually for a specific period such as month or quarter <br \/>  Costs of operating call center \/ service desk <br \/>  Costs savings from service reuse<br \/>  Cost of cleanup of virus\/spyware incidents <br \/>  Cost of CMDB reconciliation <br \/>  Cost of finding and hiring one staff <br \/>  Cost of managing processes <br \/>  Cost of patches <br \/>  Cost of producing capacity plans <br \/>  Cost of producing continuity plans <br \/>  Cost of professional certifications necessary <br \/>  Cost of service delivery <br \/>  Cost of skilled labor for support <br \/>  Cost of support to the end users of IT assets <br \/>  Cost per trouble report (man-hours) <br \/>  Domain registrations costs <br \/>  Facilities costs such as a dedicated server room with fire and air control systems <br \/>  Financing costs <br \/>  Hardware asset value <br \/>  IT spending per employee <br \/>  Labor cost for technical and user support <br \/>  Net Present Value (NPV) of investment <br \/>  Network costs determined by network demand and the bandwidth usage of the asset <br \/>  Total cost of change implementation <br \/>  Total cost of ownership \u2003<br \/>  Total cost of release <br \/>  Total cost to solve all incidents <br \/>  Total cost to solve all problems <br \/>  Time for maintenance scheduled and unscheduled <br \/>  Time of usage of assets for unrelated activities such a gaming, chatting<br \/>  Training costs of both IT staff and end users <br \/>  Unit cost of IT services <br \/>  Unit costs of IT service(s)<br \/>  Use of assets for non-business purposes <br \/>  Voice network \u2014 cost per minute <\/p>\n<h5>\u042d\u0444\u0444\u0435\u043a\u0442\u0438\u0432\u043d\u043e\u0441\u0442\u044c<\/h5>\n<p>  # frequency of IT reporting to the board <br \/>  # of capabilities (services that can be rendered) <br \/>  # of people working on a project versus the required # <br \/>  # of services delivered on time <br \/>  # Service level Agreements (SLA) breaches due to poor performance <br \/>  # terabyte managed by one Full Time Equivalent (FTE) <br \/>  # unique requirements <br \/>  # watts per active port <br \/>  % facility efficiency (FE) <br \/>  % growth in business profits <br \/>  % growth in market share <br \/>  % growth in sales <br \/>  % improved SLA&#8217;s <br \/>  % IT projects with a testing plan <br \/>  % Service level Agreements (SLAs) reviewed <br \/>  % SLAs without service level breaches <br \/>  % stock price appreciation <br \/>  % time coordinating changes <br \/>  % IT budget of total revenues <br \/>  % IT capital spending of total investment <br \/>  % of current initiatives driven by IT <br \/>  % of current initiatives driven by the business <br \/>  % of growth of IT budget <br \/>  % of IT contribution in ROTA <br \/>  % of IT costs associated to IT investment <br \/>  % of IT costs associated to IT maintenance <br \/>  % of IT labor outsourced <br \/>  % of IT time associated to IT investment <br \/>  % of IT training on IT operational costs <br \/>  % of spend on current IT capital projects that are considered driven by the business <br \/>  Average IT-related costs per customer <br \/>  IT to total employees ratio <br \/>  Ratio of % growth of IT budget versus % growth of revenues <br \/>  Ratio of fixed price projects cost versus T&#038;M projects cost <br \/>  Actual capacity (# of people available &#038; avoid new project traps) <br \/>  Technology effectiveness index<\/p>\n<h5>\u042d\u043a\u043e\u043b\u043e\u0433\u0438\u044f<\/h5>\n<p>  % of energy used hem renewable sources (\u00abgreen energy\u00bb} <br \/>  % of recycled printer paper <br \/>  % of servers located in data centers <br \/>  Corporate average data efficiency (CADE) measures data center efficiency across the corporate footprint <br \/>  Datacenter power usage effectiveness (PUE) <\/p>\n<h4>\u0418\u043d\u0444\u0440\u0430\u0441\u0442\u0440\u0443\u043a\u0442\u0443\u0440\u0430<\/h4>\n<p>  # maximum memory usage <br \/>  # of compliments received <br \/>  # of incidents caused by changes vs. total # of incidents <br \/>  # of incidents caused by inadequate capacity <br \/>  # of open IT Infrastructure incidents older than 28 days relative to all open incidents<br \/>  # of open IT Infrastructure problems older than 28 days relative to all open problems <br \/>  # of open service requests older than 28 days <br \/>  # of outstanding actions against last SLA review <br \/>  # of printers divided by # of staff <br \/>  # of problems closed <br \/>  # of repeated incidents <br \/>  # of untested releases <br \/>  # of urgent releases <br \/>  # power usage effectiveness <br \/>  # propagation delay <br \/>  % availability (excluding planned downtime) <br \/>  % data center infrastructure efficiency <br \/>  % disk space quota used <br \/>  % incidents solved within SLA time <br \/>  % of audited Configuration Items (Cl) <br \/>  % of changes closed before deadline <br \/>  % of closed service requests that were incorrectly assigned relative to all closed service requests<br \/>  % of Configuration Items (Cl) mapped onto IT services in the CMDB <br \/>  % of Configuration Items (Cl) monitored for performance <br \/>  % of Configuration Items (Cl) under maintenance contract <br \/>  % of Configuration Items (Cl) with under-capacity <br \/>  % of customers given satisfaction surveys <br \/>  % of delivered services not in the service catalogue <br \/>  % of end user computers <br \/>  % of end user printers <br \/>  % of escalated service requests <br \/>  % of fully documented SLAs <br \/>  % of implemented changes without impact analysis <br \/>  % of inaccurately registered Configuration Items (Cl) in CMDB <br \/>  % of incidents not solved in-time due to inaccurate configuration data<br \/>  % of incidents which change classification during the lifecycle <br \/>  % of incidents which change priority during the lifecycle <br \/>  % of internal hosts which are centrally managed &#038; protected <br \/>  % of IT staff that is ITIL trained <br \/>  % of IT staff with (advanced) ITIL certification <br \/>  % of money spent on maintaining the IT infrastructure versus the total IT spent <br \/>  % of money spent on new IT developments (investments) relative to the total IT spent <br \/>  % of open service requests that are not owned by a person or group <br \/>  % of open service requests unmodified\/neglected <br \/>  % of overdue changes <br \/>  % of overdue problems <br \/>  % of project files containing cost-\/benefit estimates <br \/>  % of refused changes <br \/>  % of routine changes indicates the maturity level of the process <br \/>  % of security-related service calls <br \/>  % of Service Level Agreements (SLAs) in renegotiation relative to all SLAs that are in production <br \/>  % of Service Level Agreements (SLAs) requiring changes <br \/>  % of service requests closed before deadline <br \/>  % of services covered by SLA <br \/>  % of SLA breaches caused by underpinning contracts <br \/>  % of SLA reviews conducted on-time <br \/>  % of software licenses used <br \/>  % of successful software installations <br \/>  % of successful software upgrades <br \/>  % of time coordinating changes <br \/>  % of unmodified\/neglected incidents <br \/>  % of unmodified\/neglected problems <br \/>  % of unregistered changes <br \/>  % of vendor services delivered without agreed service targets <br \/>  % on-time service level changes <br \/>  % reduction of IPCS&#8217;s (Incident, Problem, Change, Service Request) <br \/>  Average # of (re)-assignments of closed incidents <br \/>  Average # of (re)-assignments of closed service requests within measurement period <br \/>  Average change closure duration <br \/>  Average rework (in FTE) per change after implementation of changes <br \/>  Average size of discounts in procurement of items <br \/>  Average time between audits of Configuration Items (CIs) as residing in the CMDB <br \/>  Average time between CMDB reconciliation <br \/>  Average time between urgent releases of software <br \/>  Average time spent on CMDB reconciliation <br \/>  Average time to procure an item <br \/>  Balance of problems solved <br \/>  Change queue rate <br \/>  Delay in production of financial reports <br \/>  First-call resolution rate <br \/>  Forecast accuracy of budget <br \/>  Growth of the CIVIDB <br \/>  Incident impact rate incomplete CMDB <br \/>  Mean Time To Detect (IVITTD) <br \/>  Overall cost of IT delivery per customer <br \/>  Ratio of # of incidents versus # of problems <br \/>  Service call abandoned rate <br \/>  Service request backlog <br \/>  Service request queue rate <br \/>  Support costs of all software based on their support contracts <br \/>  The actual costs relative to the budgeted costs of an activity <br \/>  Time lag between request for procurement and signing of contract or purchase <br \/>  Total critical-time outage <br \/>  Total rework after implementation of changes <br \/>  Total service delivery penalties paid within a period <\/p>\n<h4>\u0420\u0435\u0437\u0435\u0440\u0432\u0438\u0440\u043e\u0432\u0430\u043d\u0438\u0435 \u0434\u0430\u043d\u043d\u044b\u0445<\/h4>\n<p>  # applications data transfer time <br \/>  # data center infrastructure efficiency <br \/>  # deviations between configuration repository and actual configurations<br \/>  # time for configuration management database (CMDB) reconciliation<br \/>  % backup operations that are successful <br \/>  % corporate average data efficiency <br \/>  % data redundancy <br \/>  % of backup operations that are successful <br \/>  % of changes that required restoration of backup <br \/>  % of changes that required restoration of backup during the implementation <br \/>  % of physical backup \/ archive media that are fully encrypted <br \/>  % of test backup restores that are successful <br \/>  Age of backup <br \/>  Average time between tests of backup <br \/>  Average time to restore backup <br \/>  Average time to restore off-site backup <\/p>\n<h4>\u0421\u0435\u0442\u044c<\/h4>\n<p>  # link transmission time <br \/>  # network latency <br \/>  # of bytes received since the system started <br \/>  # of bytes sent out to connections <br \/>  # of commands sent <br \/>  # of connection attempts made since the system started<br \/>  # of connections currently waiting in the queue to be processed <br \/>  # of connections that have failed to complete successfully <br \/>  # of connections that successfully completed their transfer and confirmation <br \/>  # of messages received by the system <br \/>  # of the currently active connections that are open and sending information<br \/>  # retransmission delay <br \/>  # voice network minutes per FTE <br \/>  % Internal servers centrally managed <br \/>  % network bandwidth used <br \/>  % network packet loss <br \/>  % utilization of data network <br \/>  Accuracy rate <br \/>  Average connection time <br \/>  Average network round trip latency <br \/>  Average response speed <br \/>  Connections per customer <br \/>  Cost per byte <br \/>  Total amount of time the system has been running in milliseconds <br \/>  Total time the system started in UTC (days) <\/p>\n<h4>\u041e\u043f\u0435\u0440\u0430\u0446\u0438\u0438<\/h4>\n<p>  # of business disruptions caused by problems <br \/>  # of compliments <br \/>  # of deviations between configuration repository and actual configurations<br \/>  # of incidents first month <br \/>  # of outstanding actions of last SLA review <br \/>  # of overdue changes <br \/>  # of overdue incidents <br \/>  # of overdue problems <br \/>  # of overdue service requests <br \/>  # of problems in queue <br \/>  # of problems with available workaround <br \/>  # of reopened incidents <br \/>  # of reopened service requests <br \/>  # of repeat incidents <br \/>  # of reviewed SLAs <br \/>  # of service requests posted via web (self-help) <br \/>  # of SLA breaches due to poor performance <br \/>  # of SLAs with an assigned account manager <br \/>  # of SLAs without service level breaches <br \/>  # of software licenses used <br \/>  # of time coordinating changes <br \/>  # of unauthorized implemented changes <br \/>  # of unplanned purchases due to poor performance <br \/>  # of unregistered changes <br \/>  # of untested releases <br \/>  # of urgent changes <br \/>  % growth of the CMDB <br \/>  % incidents assigned to a level of support <br \/>  % incidents closed unsatisfactorily <br \/>  % incidents resolved using a change <br \/>  % incidents resolved with workaround <br \/>  % of audited Configuration Items (Cl) <br \/>  % of availability SLAs met <br \/>  % of backed-out changes <br \/>  % of calls transferred <br \/>  % of Configuration Items (Cl) included in capacity reviews <br \/>  % of escalated service requests <br \/>  % of implemented changes not approved by management <br \/>  % of incident classified as &#8216;major&#8217; <br \/>  % of incident impact rate incomplete <br \/>  % of incidents bypassing the support desk <br \/>  % of incidents caused by a workaround <br \/>  % of incidents closed by service provider \u2003<br \/>  % of incidents closed satisfactorily <br \/>  % of incidents expected to close next period by scheduled workaround or change <br \/>  % of incidents for which a first interview completed <br \/>  % of incidents for which entitlement is unconfirmed <br \/>  % of incidents inbound versus outbound <br \/>  % of incidents incorrectly classified <br \/>  % of incidents incorrectly prioritized <br \/>  % of incidents involving third-party agreement <br \/>  % of incidents recorded &#8216;after the fact&#8217; <br \/>  % of incidents rejected for reassignment <br \/>  % of incidents resolved with non-approved workaround <br \/>  % of incidents resulting from a service request <br \/>  % of incidents resulting from previous incidents <br \/>  % of incidents solved within deadline <br \/>  % of incidents which change during the lifecycle <br \/>  % of incidents with unmatched agreements <br \/>  % of licenses purchased and not accounted for in configuration repository<br \/>  % of obsolete user accounts <br \/>  % of open service requests worked on <br \/>  % of problems with a root cause analysis <br \/>  % of problems with a root cause identified <br \/>  % of response-time SLAs not met <br \/>  % of service requests due to poor performance <br \/>  % of service requests resolved within an agreed-upon period of time<br \/>  % of services not covered in Continuity Plan <br \/>  % of un-owned open service requests <br \/>  % of unplanned outage\/unavailability due to changes <br \/>  % of workarounds to service requests applied <br \/>  Accuracy of expenditure as defined in Capacity Plan <br \/>  Accuracy of expenditure as defined in Continuity Plan <br \/>  Availability <br \/>  Availability (excluding planned downtime) <br \/>  Average # of (re)-assignments of incidents <br \/>  Average # of (re)-assignments of service requests <br \/>  Average audit cycle of Configuration Items (Cl) <br \/>  Average change closure duration <br \/>  Average cycle time between urgent releases <br \/>  Average incident closure duration <br \/>  Average service request closure duration <br \/>  Average time between same reconciliations <br \/>  Average time between updates of capacity plan <br \/>  Average time between updates of continuity plan <br \/>  Average time period between identifying and rectifying a discrepancy <br \/>  Average time spent on continuity plans <br \/>  Change closure duration rate <br \/>  Change queue rate <br \/>  Critical-time failures <br \/>  Critical-time outage <br \/>  Deviation of planned budget for SLA <br \/>  Email backlog <br \/>  First line service request closure rate <br \/>  First-call resolution rate <br \/>  Frequency of review of IT continuity plan <br \/>  Incident backlog <br \/>  Incident queue rate <br \/>  IT service continuity plan testing failures <br \/>  Mean time in postmortem <br \/>  Mean time in queue <br \/>  Mean Time to Action (MTTA) <br \/>  Mean Time to Escalation (MTTE) <br \/>  Mean time to repair <br \/>  Mean Time to ticket (MTTT) <br \/>  Total changes after implementation <br \/>  Total rework after implementation of changes <br \/>  Total time in postmortem <br \/>  Total time in queue <br \/>  Total time spent on CMDB reconciliation <br \/>  Total time to action (TTTA) <br \/>  Total time to escalation (TTTE) <br \/>  Total time to ticket (TTTT) <\/p>\n<h4>\u041a\u043e\u043d\u0442\u0440\u043e\u043b\u044c \u043a\u0430\u0447\u0435\u0441\u0442\u0432\u0430<\/h4>\n<p>  # incident efficiency <br \/>  # missing patches <br \/>  # of back up &#038; testing of computer systems <br \/>  # of changes after the program is coded <br \/>  # of changes to customer requirements <br \/>  # of coding errors found during formal testing <br \/>  # of cost estimates revised <br \/>  # of defects found over period of time <br \/>  # of documentation errors <br \/>  # of error-free programs delivered to customer <br \/>  # of errors found after formal test <br \/>  # of keypunch errors per day<br \/>  # of process step errors before a correct package is ready <br \/>  # of reruns caused by operator error <br \/>  # of revisions to checkpoint plan <br \/>  # of revisions to plan <br \/>  # of revisions to program objectives <br \/>  # of test case errors<br \/>  # of test case runs before success<br \/>  # untested releases <br \/>  % assignment content adherence <br \/>  % availability errors <br \/>  % change in customer satisfaction survey<br \/>  % compliance issues caused by improper configuration of assets<br \/>  % critical processes monitored <br \/>  % critical time failures<br \/>  % error in forecast <br \/>  % error in lines of code required <br \/>  % failed system transactions <br \/>  % false detection rate <br \/>  % fault slip through <br \/>  % hours used for fixing bugs <br \/>  % incidents after patching <br \/>  % incidents backlog <br \/>  % incidents queue rate <br \/>  % of changes caused by a workaround <br \/>  % of changes classified as miscellaneous <br \/>  % of changes incorrectly classified <br \/>  % of changes initiated by customers <br \/>  % of changes insufficiently resourced <br \/>  % of changes internal versus external <br \/>  % of changes matched to scheduled changes <br \/>  % of changes recorded &#8216;after the fact&#8217; <br \/>  % of changes rejected for reassignment <br \/>  % of changes scheduled outside maintenance window <br \/>  % of changes subject to schedule adjustment <br \/>  % of changes that cause incidents <br \/>  % of changes that were insufficiently documented <br \/>  % of changes with associated proposal statement <br \/>  % of customer problems not corrected per schedule <br \/>  % of defect-free artwork <br \/>  % of input correction on data entry <br \/>  % of problems uncovered before design release <br \/>  % of programs not flow-diagrammed <br \/>  % of reported bugs that have been fixed when going live <br \/>  % of reports delivered on schedule <br \/>  % of time required to debug programs <br \/>  % of unit tests covering software code <br \/>  Errors per thousand lines of code<br \/>  Mean time between system IPL \u2003<br \/>  Mean time between system repairs <br \/>  QA personnel as % of # of application developers <br \/>  QA personnel as a % of # of application developers <br \/>  Time taken for completing a test of a software application<br \/>  Total rework costs resulting from computer program <\/p>\n<h4>\u0411\u0435\u0437\u043e\u043f\u0430\u0441\u043d\u043e\u0441\u0442\u044c<\/h4>\n<p>  # detected network attacks <br \/>  # exceeding alerts capacity threshold <br \/>  # of detected network attacks <br \/>  # of occurrences of loss of strategic data <br \/>  # of outgoing viruses\/spyware caught <br \/>  # password policy violations <br \/>  # security control <br \/>  # time to detect incident <br \/>  # unauthorized changes <br \/>  # viruses detected in user files <br \/>  % compliance to password policy <br \/>  % computer diffusion rate <br \/>  % downtime due to security incidents <br \/>  % e-mail spam messages stopped <br \/>  % employees with own ID and password for internal systems<br \/>  % host scan frequency <br \/>  % intrusion success <br \/>  % IT security policy compliance <br \/>  % IT security staff <br \/>  % IT systems monitored by anti-virus software <br \/>  % licenses purchased and not accounted for in repository<br \/>  % modules that contain vulnerabilities <br \/>  % of downtime due to security incidents <br \/>  % of email spam messages stopped\/detected <br \/>  % of email spam messages unstopped\/undetected <br \/>  % of incidents classified as security related <br \/>  % of patches applied outside of maintenance window <br \/>  % of spam false positives <br \/>  % of systems covered by antivirus\/antispyware software<br \/>  % of systems not to policy patch level <br \/>  % of systems with latest antivirus\/antispyware signatures<br \/>  % of virus incidents requiring manual cleanup <br \/>  % of viruses &#038; spyware detected in email <br \/>  % overdue incidents <br \/>  % repeated IT incidents <br \/>  % security awareness <br \/>  % security incidents <br \/>  % security intrusions detection rate <br \/>  % servers located in data centers <br \/>  % spam not detected <br \/>  % trouble report closure rate<br \/>  % virus driven e-mail incidents <br \/>  % viruses detected in e-mail messages<br \/>  Distribution cycle of patches <br \/>  Latency of unapplied patches <br \/>  Spam detection failure % <br \/>  Time lag between detection, reporting and acting upon security incidents<br \/>  Weighted security vulnerability density per unit of code <\/p>\n<h4>\u0420\u0430\u0437\u0440\u0430\u0431\u043e\u0442\u043a\u0430 \u041f\u041e<\/h4>\n<p>  <\/p>\n<h5>\u041e\u0431\u0449\u0435\u0435<\/h5>\n<p>  # of bugs per release <br \/>  # of critical bugs compared to # of bugs <br \/>  # of defects detected in the software divided by # of function points (FP)<br \/>  # of defects per function point <br \/>  # of defects per line of code <br \/>  # of defects per use case point <br \/>  # of escaped defects <br \/>  # of realized features compared to # of planned features <br \/>  # of software defects in production <br \/>  # of successful prototypes <br \/>  # software defects in production <br \/>  # unapplied patch latency <br \/>  % critical patch coverage <br \/>  % defects reopened <br \/>  % of application development work outsourced <br \/>  % of bugs found in-house <br \/>  % of hours used for fixing bugs <br \/>  % of overdue software requirements <br \/>  % of software build failures <br \/>  % of software code check-ins without comment <br \/>  % of software code merge conflicts <br \/>  % of time lost re-developing applications as a result of source code loss<br \/>  % of user requested features <br \/>  % on time completion (software applications) <br \/>  % overdue changes <br \/>  % patch success rate <br \/>  % routine changes <br \/>  % schedule adherence in software development <br \/>  % software build failures <br \/>  % software code check-ins without comment <br \/>  % software licenses in use <br \/>  % software upgrades completed successfully <br \/>  % unauthorized software licenses used <br \/>  % unique requirements to be reworked <br \/>  % user requested features <br \/>  Average # defects created per man month <br \/>  Average number of software versions released \u2003<br \/>  Average progress rates (time versus results obtained) <br \/>  Cyclomatic software code complexity <br \/>  Halstead complexity <br \/>  Lines of code per day <br \/>  Rate of knowledge acquisition (progress within the research) <br \/>  Rate of successful knowledge representation <br \/>  System usability scale <br \/>  Time ratio design to development <br \/>  Time-to-market of changes to existing products\/services <br \/>  Time-to-market of new products\/services <br \/>  Work plan variance <\/p>\n<h5>\u041a\u043b\u0430\u0441\u0441\u044b<\/h5>\n<p>  # of logical code lines (One logical line may be split on several physical lines by a line continuation character) <br \/>  # of all statements <br \/>  # of ancestor classes <br \/>  # of classes to which a class is coupled coupling is defined as method call or variable access <br \/>  # of comment lines <br \/>  # of constructors defined by class <br \/>  # of control statements <br \/>  # of declarative statements (procedure headers, variable and constant declarations, all statements outside procedures) <br \/>  # of events defined by class (This metric counts the event definitions) <br \/>  # of executable statements <br \/>  # of executable statements <br \/>  # of immediate sub-classes that inherit from a class\u2003<br \/>  # of interfaces implemented by class <br \/>  # of logical lines of whitespace <br \/>  # of methods that can potentially be executed in response to a message received a class counts only the first level of the call tree <br \/>  # of methods that can potentially be executed in response to a message received a class counts the full call tree <br \/>  # of non-control statements, which are executable statements that areneither control nor declarative statements <br \/>  # of non-private variables defined by class VARS excluding private variables<br \/>  # of physical source lines (Including code, comments, empty comments and empty lines) <br \/>  # of procedure calls going outside of a class (each call is counted once, whether it&#8217;s early bound, late bound or polymorphic) <br \/>  # of subs, functions and property procedures in class <br \/>  # of variables defined and inherited by class<br \/>  # of variables defined by class (does not include inherited variables) <br \/>  Size of class (# of methods and variables) <br \/>  Size of class interface (# of non-private methods and variables) <\/p>\n<h5>\u041f\u0440\u043e\u0446\u0435\u0434\u0443\u0440\u044b<\/h5>\n<p>  # of distinct procedures in the call tree of a procedure <br \/>  # of execution paths through a procedure (Cyclomatic complexity) <br \/>  # of formal parameters defined in procedure header <br \/>  # of global and module-level variables accessed by a procedure <br \/>  # of input and output variables for a procedure (including parameters and function return value) <br \/>  # of parameters used or returned by a procedure (output parameter) <br \/>  # of procedure local variables and arrays (excluding parameters) <br \/>  # of procedures that a procedure calls <br \/>  # of procedures that call a procedure <br \/>  % complexity inside procedures and between them <br \/>  % external complexity of a procedure (# of other procedures called squared)<br \/>  % internal complexity of a procedure (# of input\/output variables) <br \/>  % of Cyclomatic complexity without cases <br \/>  Code lines count <br \/>  Comment lines count <br \/>  Fan-in multiplied by fan-out multiplied by procedure length (logical lines of code) <br \/>  Length of procedure name in characters <br \/>  Logical lines of code in call tree # of lines that may potentially execute in a call to this procedure <br \/>  Logical lines of whitespace <br \/>  Maximum # of nested conditional statements in a procedure <br \/>  Maximum # of nested loop statements in a procedure <br \/>  Maximum # of nested procedure calls from a procedure <br \/>  Physical source lines (including code, comments, empty comments and empty lines) <br \/>  Total amount of data read (procedures called + parameters read + global variables read) <br \/>  Total amount of data written <\/p>\n<h5>\u041f\u0435\u0440\u0435\u043c\u0435\u043d\u043d\u044b\u0435 <\/h5>\n<p>  # of data flows into and out of a variable <br \/>  # of modules that use a variable <br \/>  # of read instructions from variable __<br \/>  # of reads and writes A single instruction may count both as a read and as a write <br \/>  # of write instructions to variable <br \/>  Length of variable name in characters <\/p>\n<h5>\u041f\u0440\u043e\u0435\u043a\u0442<\/h5>\n<p>  # of abstract classes defined in project <br \/>  # of actual couplings among classes in relation to the maximum # of possible couplings <br \/>  # of class attributes (variables) hidden from other classes <br \/>  # of class methods hidden from other classes <br \/>  # of classes defined in project <br \/>  # of concrete classes defined in project (a concrete class is one that is not abstract) <br \/>  # of days passed between versions <br \/>  # of enumeration constant names <br \/>  # of enumeration names <br \/>  # of files in project <br \/>  # of global and module-level variables and arrays <br \/>  # of interfaces defined in project <br \/>  # of leaf classes defined in project (a leaf class has no descendants) <br \/>  # of Physical lines in dead procedures <br \/>  # of procedure call statements (including calls to subs, functions and declares, accesses to properties and the raising of events) <br \/>  # of read instructions from global and module-level variables <br \/>  # of reads from and writes to global and module-level variables <br \/>  # of real forms excluding any User Controls <br \/>  # of root classes defined in project <br \/>  # of standard modules: bas files and Module blocks <br \/>  # of unique names divided by # of names <br \/>  # of unused constants\u2003<br \/>  # of unused procedures <br \/>  # of unused variables <br \/>  # of user-defined types (or structure statements) <br \/>  # of write instructions to global and module-level variables <br \/>  % comment density (meaningful comments divided by # of logical lines of code) <br \/>  % of actual polymorphic definitions of all possible polymorphic definitions<br \/>  % of code lines counted from logical lines <br \/>  % of enum constants among all constants <br \/>  % of parameterized classes (generic classes) <br \/>  % of reuse benefit reuse of procedures) <br \/>  Amount of data flow via global and module-level variables versus procedure parameters and function return values <br \/>  Average # of calls on a code line (measures the modularity or structuredness) <br \/>  Average # of constants in an Enum block <br \/>  Average # of variable access instructions per logical line of code<br \/>  Average file date <br \/>  Average length of all constant names defined in VB files <br \/>  Average length of names of variables (arrays and parameters defined in VB files, excluding parameters in event handlers and implementing procedures)<br \/>  Average system complexity among procedures <br \/>  Classes that do access attributes \/ Classes that can access attributes <br \/>  Classes that do access operations \/ Classes that can access operations <br \/>  Date of newest file in project <br \/>  Deadness index <br \/>  Density of decision statements in the code <br \/>  Length of names <br \/>  Length of procedure names <br \/>  Maximum depth of call tree<br \/>  Maximum depth of inheritance tree <br \/>  Maximum size of call tree <br \/>  Project size in kilobytes (includes all source files) <br \/>  Reuse ratio for classes (a class is reused if it has descendants) <br \/>  Specialization ratio for classes (a class is specialized if it inherits from a parent class)<br \/>  Sum of SYSC over all procedures (measures the total complexity of a project) <br \/>  The average # of times reused constants and enum constants <br \/>  The relative amount of internal inheritance (internal inheritance happens when a class inherits another class in the same system) <br \/>  The sum of inherited methods divided by # of methods in a project <br \/>  The sum of inherited variables divided by # of variables in a project <\/p>\n<h5>\u0424\u0430\u0439\u043b\u044b \u043f\u0440\u043e\u0435\u043a\u0442\u0430<\/h5>\n<p>  # of code lines count <br \/>  # of constants (excluding enum constants) <br \/>  # of control statements divided by # of all executable statements <br \/>  # of files that a file uses <br \/>  # of files that use a file <br \/>  # of logical source lines <br \/>  # of procedures (including subs, functions, property blocks, API declarations and events) <br \/>  # of variables, including arrays, parameters and local variables <br \/>  % of comment lines counted as full-line comments per logical lines <br \/>  % of whitespace lines counted from logical lines <br \/>  File size in kilobytes <br \/>  Full-line and end-of-line comments that have meaningful content <br \/>  Meaningful comments divided by # of logical lines of code <\/p>\n<h4>\u0412\u0435\u0431<\/h4>\n<p>  <\/p>\n<h5>\u0421\u0435\u0440\u0432\u0435\u0440<\/h5>\n<p>  # buffer size of router <br \/>  # host latency <br \/>  # of domain name (and aliases) <br \/>  # of files on server <br \/>  # of geographical locations <br \/>  # of internet nodes mapped to same domain name <br \/>  # of sub-sites <br \/>  # of Web pages on server <br \/>  # refused sessions by server <br \/>  # server connection time <br \/>  # server response time <br \/>  Files by traffic % (e.g., % of files account for % of traffic) <br \/>  HTTP node classification (inaccessible, redirection, accessible; these classifications will be time-sensitive; see volatility metric below) <br \/>  Internet node identification (IP address and port) <br \/>  Pages by traffic % (e.g., % of pages account for % of traffic) <br \/>  Ratio of explicit clicks to implicit clicks for server <br \/>  Server-side filtering (robotstxt, firewalls) <br \/>  Top-level domain (com, edu) <br \/>  Volatility level (summarizing the accessibility of the server during a given time period)<\/p>\n<h5>\u041f\u043e\u043b\u044c\u0437\u043e\u0432\u0430\u0442\u0435\u043b\u044c<\/h5>\n<p>  # of files transferred per user <br \/>  # of pages transferred per user <br \/>  # of unique files transferred per user <br \/>  # of unique pages transferred per user <br \/>  # of unique Web sites visited per user <br \/>  # of user access method (ISP, dial-up modem, wireless network, etc) <br \/>  # of Web sites visited per user <br \/>  Data filtering imposed by user (which client filters have been activated by the user) <br \/>  Inter-request time per user (request to request time) <br \/>  Inter-session time per user (session to session time) <br \/>  Intra-request time per user (request to render time) <br \/>  Path length of sessions per user <br \/>  Path length of visit per site per user <br \/>  Ratio of embedded clicks to user-supplied clicks, per user per session <br \/>  Ratio of explicit clicks to implicit clicks, per user per session <br \/>  Reoccurrence rates for files, pages, and sites <br \/>  Sessions per user per time period <br \/>  Stack distance per user <br \/>  Temporal length of sessions per user <br \/>  Temporal length of visit per site per user <br \/>  User classification (adult, child, professional user, casual user, etc) <br \/>  User response rate and attrition rate <\/p>\n<h5>\u0421\u0430\u0439\u0442<\/h5>\n<p>  # of bytes <br \/>  # of cookie supplied <br \/>  # of levels in site&#8217;s internal link structure (depth) <br \/>  # of pages served per time period <br \/>  # of search engines indexing the site <br \/>  # of type of Web collections <br \/>  # of unique Web sites (filter out Web sites located at multiple IP addresses)<br \/>  # of user Web page requests per time period <br \/>  # of Web collections <br \/>  # of Web pages <br \/>  # of Web servers <br \/>  # of Web site publisher<br \/>  # of Web sites <br \/>  % breakdown of protocols across the periphery <br \/>  % of site devoted to CGI\/dynamic content <br \/>  % of textual description of site&#8217;s content <br \/>  Byte latency <br \/>  Bytes transferred per time period <br \/>  Network traffic (bytes transferred, Web pages accessed)<br \/>  Ratio of size of core to size of periphery<\/p>\n<h5>\u0421\u0442\u0440\u0430\u043d\u0438\u0446\u044b<\/h5>\n<p>  # and type of embedded non-text objects (images, video, streaming data, applets) <br \/>  # of content access scheme (free, pay-per-view, subscription) <br \/>  # of type of collection (online journal, photo gallery) <br \/>  # of Web pages in collection <br \/>  % breakdown of mime types in hyperlinks <br \/>  % breakdown of protocols in hyperlinks <br \/>  % of textual description of page&#8217;s content <br \/>  Aggregate size of constituent Web resources (in bytes) <br \/>  Average # of hyperlinks per page <br \/>  Birth and modification history (major revisions of content \u2014 from HTTP header) <br \/>  Ratio of internal to external links on page<\/p>\n<h4>\u041e\u0431\u0443\u0447\u0435\u043d\u0438\u0435<\/h4>\n<p>  # of attendees at user training sessions <br \/>  # of hours users have spent on training services <br \/>  # of incidents caused by deficient user and operational documentation and training <br \/>  # of incidents caused by deficient user training <br \/>  # of users turned out successfully <br \/>  Hours of user training <br \/>  IT investment to IT staff training <br \/>  Satisfaction scores for training and documentation <br \/>  Time lag between changes and updates of documentation and training material    \t<\/p>\n<div class=\"clear\"><\/div>\n<\/p><\/div>\n<p> \u0441\u0441\u044b\u043b\u043a\u0430 \u043d\u0430 \u043e\u0440\u0438\u0433\u0438\u043d\u0430\u043b \u0441\u0442\u0430\u0442\u044c\u0438 <a href=\"http:\/\/habrahabr.ru\/post\/214481\/\"> http:\/\/habrahabr.ru\/post\/214481\/<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<div class=\"content html_format\">   \t\u041f\u0440\u0438\u0432\u0435\u0442. \u0415\u0441\u043b\u0438 \u0412\u044b \u0445\u043e\u0442\u044f \u0431\u044b \u0440\u0430\u0437 \u0441\u0442\u0430\u043b\u043a\u0438\u0432\u0430\u043b\u0438\u0441\u044c \u0441 \u0437\u0430\u0434\u0430\u0447\u0435\u0439 \u0441\u043e\u0437\u0434\u0430\u043d\u0438\u044f \u0441\u0438\u0441\u0442\u0435\u043c\u044b \u043a\u043b\u044e\u0447\u0435\u0432\u044b\u0445 \u043f\u043e\u043a\u0430\u0437\u0430\u0442\u0435\u043b\u0435\u0439 \u044d\u0444\u0444\u0435\u043a\u0442\u0438\u0432\u043d\u043e\u0441\u0442\u0438 (KPI) \u0434\u043b\u044f \u0441\u043e\u0442\u0440\u0443\u0434\u043d\u0438\u043a\u043e\u0432 \u0438\u043b\u0438 \u043f\u0440\u043e\u0435\u043a\u0442\u043e\u0432, \u0442\u043e \u0441\u043a\u043e\u0440\u0435\u0435 \u0432\u0441\u0435\u0433\u043e \u0441\u043e\u0433\u043b\u0430\u0441\u0438\u0442\u0435\u0441\u044c, \u0447\u0442\u043e \u0437\u0430\u0434\u0430\u0447\u0430 \u044d\u0442\u0430 \u043d\u0435 \u0438\u0437 \u043b\u0435\u0433\u043a\u0438\u0445. \u0420\u0435\u0448\u0435\u043d\u0438\u044f \u00ab\u0432 \u043b\u043e\u0431\u00bb \u0437\u0434\u0435\u0441\u044c \u043d\u0435 \u0440\u0430\u0431\u043e\u0442\u0430\u044e\u0442, \u043c\u043d\u043e\u0433\u0438\u0435 \u043e\u0447\u0435\u0432\u0438\u0434\u043d\u044b\u0435 \u043f\u043e\u043a\u0430\u0437\u0430\u0442\u0435\u043b\u0438 \u043d\u0430 \u043f\u0440\u043e\u0432\u0435\u0440\u043a\u0443 \u043e\u043a\u0430\u0437\u044b\u0432\u0430\u044e\u0442\u0441\u044f \u043d\u0435\u0438\u043d\u0444\u043e\u0440\u043c\u0430\u0442\u0438\u0432\u043d\u044b\u043c\u0438, \u0434\u0430\u044e\u0442 \u0438\u0441\u043a\u0430\u0436\u0435\u043d\u043d\u043e\u0435 \u043f\u0440\u0435\u0434\u0441\u0442\u0430\u0432\u043b\u0435\u043d\u0438\u0435 \u043e \u0441\u0438\u0442\u0443\u0430\u0446\u0438\u0438 \u0438\u043b\u0438 \u043c\u043e\u0433\u0443\u0442 \u0431\u044b\u0442\u044c \u043b\u0435\u0433\u043a\u043e \u0438\u0441\u043a\u0430\u0436\u0435\u043d\u044b \u0441\u043e\u0442\u0440\u0443\u0434\u043d\u0438\u043a\u0430\u043c\u0438.<br \/>  \u0427\u0442\u043e \u0431\u044b \u0441\u043e\u043a\u0440\u0430\u0442\u0438\u0442\u044c \u0434\u0440\u0430\u0433\u043e\u0446\u0435\u043d\u043d\u043e\u0435 \u0432\u0440\u0435\u043c\u044f, \u0441\u043e\u0445\u0440\u0430\u043d\u0438\u0442\u044c \u043d\u0435\u0440\u0432\u043d\u044b\u0435 \u043a\u043b\u0435\u0442\u043a\u0438 \u0437\u0434\u043e\u0440\u043e\u0432\u044b\u043c\u0438 \u0438 \u0434\u0430\u0442\u044c \u00ab\u0432\u0434\u043e\u0445\u043d\u043e\u0432\u0435\u043d\u0438\u0435\u00bb, \u043f\u0440\u0435\u0434\u043b\u0430\u0433\u0430\u044e \u043e\u0437\u043d\u0430\u043a\u043e\u043c\u0438\u0442\u0441\u044f \u0441\u043e \u0441\u043f\u0438\u0441\u043a\u043e\u043c \u043f\u043e\u043f\u0443\u043b\u044f\u0440\u043d\u044b\u0445 KPI \u0434\u043b\u044f IT. \u0412\u043e\u0437\u043c\u043e\u0436\u043d\u043e \u043d\u0435\u043a\u043e\u0442\u043e\u0440\u044b\u0435 \u0438\u0437 \u043d\u0438\u0445 \u043f\u043e\u043c\u043e\u0433\u0443\u0442 \u0441 \u0440\u0435\u0448\u0435\u043d\u0438\u0435\u043c \u0432\u0430\u0448\u0435\u0439 \u0437\u0430\u0434\u0430\u0447\u0438.  <\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[],"tags":[],"class_list":["post-214481","post","type-post","status-publish","format-standard","hentry"],"_links":{"self":[{"href":"https:\/\/savepearlharbor.com\/index.php?rest_route=\/wp\/v2\/posts\/214481","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/savepearlharbor.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/savepearlharbor.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/savepearlharbor.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/savepearlharbor.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=214481"}],"version-history":[{"count":0,"href":"https:\/\/savepearlharbor.com\/index.php?rest_route=\/wp\/v2\/posts\/214481\/revisions"}],"wp:attachment":[{"href":"https:\/\/savepearlharbor.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=214481"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/savepearlharbor.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=214481"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/savepearlharbor.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=214481"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}