1. Cost of managing processes Periodic costs of managing processes,

usually based on the number of Full Time Equivalents (FTEs) involved in management functions for processes

Formula: (Total cost for managing processes) divided by (period)

Unit type: Money

2. Mean Time to Repair (MTTR) Average time (e.g. in hours) between the

occurrence of an incident and its resolution.

Formula: Average of time between resolution of incident and start of incident

Unit type: Time Direction: Minimize Unit: Hours

3. % of service requests resolved within an agreed-upon period of time

Percentage of service requests resolved within an agreed-upon/acceptable period of time.

Formula: [Service request resolved within the agreed time] percentage of [Total service request]

Unit type: Percentage Direction: Maximize

4. Mean-time between failure (MTBF) The average time between equipment failures

over a given period i.e. the average time a device will function before failing. It is the reliability rating indicating the expected failure rate of equipment.

Interpretation: It is the reliability rating indicating the expected failure rate of equipment.

Unit type: Time Direction: Maximize Unit: Days

5.% of outage due to incidents (unplanned unavailability)

Percentage of outage (unavailability) due to incidents in the IT environment, relative to the service hours.

Unit type: Percentage Direction: Minimize

6. Availability (excluding planned downtime) Percentage of actual uptime (in hours) of equipment relative

to the total numbers of planned uptime (in hours). Planned uptime = service hours – planned downtime Planned downtime is downtime as scheduled for

maintenance. Also known as: Service Outage Duration

Formula: [Actual uptime] percentage of [Planned uptime]

Unit type: Percentage Direction: Maximize

7.% of outage due to changes (planned unavailability)

Percentage of outage (unavailability) due to implementation of planned changes, relative to the service hours.

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

Unit type: Percentage Direction: Minimize

8.Overall Equipment Effectiveness (OEE) Overall Equipment Effectiveness (OEE) =

Availability x Performance x Quality Availability = Operating Time / Planned

Production Time Performance = Ideal Cycle Time / (Operating

Time / Total Pieces) or Performance = (Total Pieces / Operating

Time) / Ideal Run Rate Quality = Good Pieces / Total Pieces