There are four critical categories of IT service metrics: capability, performance, relevancy, and satisfaction.
Capability is the quality of a service in regards to the infrastructure. AlertOps is a cloud based infrastructure with SLA guarantees.
Performance is the uptime and reliability for SLA and meeting deadlines. AlertOps allows you to define your global SLA based on priority and severity levels, allowing you to create overrides as needed. AlertOps SLA-based management will trigger time based escalations and notifications off of your SLAs.
Relevancy is the levels of importance and prioritizing services, which you need to meet all of your customers needs. AlertOps’ message rules and workflows give you the flexibility to configure and enhance your incident management solutions to fit your needs.
Lastly, satisfaction is the customer satisfaction. AlertOps has trend reports which are weekly, monthly, quarterly and yearly analysis on SLA tracking, average resolution time and SLA violations. These IT service metrics have two main focuses: capability and performance focus on the infrastructure, monitoring and logging, while relevancy and satisfaction focuses on the customer feedback, subscriptions and their satisfaction.
To learn more about the four critical categories of IT service management check out Mark’s article: “IT Service Metrics 101“.
AlertOps has many features to make your incident management life easier: multi-modal communication, teams with on-call schedules, customizable message routing rules, customizable workflows and escalations, SLA based severity management and much more.
At AlertOps we offer over 30 of the top third party integrations for monitoring, service desk, hosting and chat tools and we are adding more every day! If you’re new to AlertOps sign up for a free trial to get started today!
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