- Annual billable utilization percentage
- Availability
- Availability (excluding planned downtime)
- Average percentage of CPU utilization
- Average percentage of memory utilization
- Average hourly fee
- Average number of virtual images per administrator
- Cost of managing processes
- Cost of service delivery
- Deviation of planned budget for SLA
- Downtime
- Mean time to repair (MTTR)
- Mean time between failure (MTBF)
- Number of defects found over period of time
- Number of outstanding actions of last SLA review
- Percentage of application development work outsourced
- Percentage of bugs found in-house
- Percentage of consultants generating revenue
- Percentage of consulting hours that generate revenue
- Percentage of email spam messages stopped/detected
- Percentage of outage due to changes (planned unavailability)
- Percentage of outage due to incidents (unplanned unavailability)
- Percentage of service requests resolved within an agreed-on period of time
- Percentage of systems covered by antivirus/antispyware software
- Percentage of systems with latest antivirus/antispyware signatures
- Percentage of time lost redeveloping applications as a result of source code loss
- Percentage of time sheets in need of correction/validation
- Percentage of unit tests covering software code
- Percentage of user requested features
- Profit per project
- Quality assurance personnel as percentage of the number of application developers
- Software development quality
- System usability scale
- Time ratio for design to development work
- Time-to-market of changes to existing products/services
- Total service delivery penalties paid
- Unit costs of IT services
- Workforce turnover rate
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- Annual billable utilization percentage
- Availability
- Availability (excluding planned downtime)
- Average percentage of CPU utilization
- Average percentage of memory utilization
- Average hourly fee
- Average number of virtual images per administrator
- Cost of managing processes
- Cost of service delivery
- Deviation of planned budget for SLA
- Downtime
- Mean time to repair (MTTR)
- Mean time between failure (MTBF)
- Number of defects found over period of time
- Number of outstanding actions of last SLA review
- Percentage of application development work outsourced
- Percentage of bugs found in-house
- Percentage of consultants generating revenue
- Percentage of consulting hours that generate revenue
- Percentage of email spam messages stopped/detected
- Percentage of outage due to changes (planned unavailability)
- Percentage of outage due to incidents (unplanned unavailability)
- Percentage of service requests resolved within an agreed-on period of time
- Percentage of systems covered by antivirus/antispyware software
- Percentage of systems with latest antivirus/antispyware signatures
- Percentage of time lost redeveloping applications as a result of source code loss
- Percentage of time sheets in need of correction/validation
- Percentage of unit tests covering software code
- Percentage of user requested features
- Profit per project
- Quality assurance personnel as percentage of the number of application developers
- Software development quality
- System usability scale
- Time ratio for design to development work
- Time-to-market of changes to existing products/services
- Total service delivery penalties paid
- Unit costs of IT services
- Workforce turnover rate
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