Alt Frameworx Metric ID: ALTFRAMEWORXMETRICID#
BA Domain:
Business Value Driver: decrease problems -> increase customer satisfaction; decrease problems -> decrease operating cost
Capability: ASR
Last Used:
Long FxMetric ID: A-CE-6b
Reporting Detail:
Accuracy: 2
FxMetric UUID:
Responsibility: BMS
Capture Period: Month
Legacy Name: % Problems That Are Dealt With In SLA Time Requirements
Metric Special Name:
Metric Value Type:
Preferred: High
Metric Type: Ratio
State:
Entry Date: 9/30/2012
Short Metric ID:
Units: Percent
customer experience of effectiveness of the Assurance process by assessing the proportion of problems dealt with in a timely manner according to SLA definition relative to the total number of problems reported
Alt-Cat1: Customer Experience
Alt-Cat2: Assurance
Alt-Cat3: Ease of Doing Business
Category: Business Metric
Measurand: artifact.problem_report
Metric Level:
Metric State: Active
Metric Topic:
Legacy Denominator FxMetric ID: 115
Legacy Denominator Name: Number of problems due to be closed in the period
Legacy Factor:
Legacy FxMetric ID: 64
Legacy Numerator FxMetric ID: 114
Legacy Numerator Name: Number of problems agreed as closed during period in compliance with SLA definitions.
Legacy Prose Ratio: 114: Number of problems agreed as closed during period in compliance with SLA definitions. / 115: Number of problems due to be closed in the period
Number of Problems Agreed as Closed / Total Number of Problems Reported
This was created from the Frameworx 16.5 Model