Metrics for IT Service Management For Web Portal

Group Name: ITIL_OBASI

Members:

SEYİT ALTUNKAYNAK 1306100011

SERCAN ORAN 1306100063

KANDEMİR POLAT 1306110051

FEYYAZ KAYAR 1306100023

ALİ ÇELİK 1306100003

WEB PORTAL URL : http://kandemir60-001-site1.myasp.net/

Metric

IN SOFTWARE DEVELOPMENT, A METRIC (NOUN) IS THE MEASUREMENT OF A PARTICULAR CHARACTERISTIC OF A PROGRAM'S PERFORMANCE OR EFFICIENCY. SIMILARLY IN NETWORK ROUTING, A METRIC IS A MEASURE USED IN CALCULATING THE NEXT HOST TO ROUTE A PACKET TO. A METRIC IS SOMETIMES USED DIRECTLY AND SOMETIMES AS AN ELEMENT IN AN ALGORITHM . IN PROGRAMMING, ABENCHMARK INCLUDES METRICS.METRIC (ADJECTIVE) PERTAINS TO ANYTHING BASED ON THE METER AS A UNIT OF SPATIAL MEASUREMENT.

What are metrics? A business metric is any type of measurement used to gauge some

quantifiable component of a company's performance, such as return on investment (ROI), employee and customer churn rates, revenues, and EBITDA. Business metrics are part of the broad arena of business intelligence, which comprises a wide variety of applications and technologies for gathering, storing, analyzing, and providing access to data to help enterprise users make better business decisions. In IT, a metric is the measurement of a particular characteristic of software/hardware performance or efficiency.

Why use metrics?

Broadly speaking there are four very good reasons for using metrics, these reasons also covered by ITIL in the CSI (continual service improvement) module and known as VDJI. The areas are:

To Validate decisions Soundness of decisions

To set Direction For future activities

To Justify Provide factual evidence

To Intervene When changes or corrections are needed

What are Business Metrics?Measure your performance with the right business metrics.

Business Metrics – DefinitionA Business Metric is a quantifiable measure that is used to track and assess the status of a specific business process. It's important to note that business metrics should be employed to address key audiences surrounding a business, such as investors, customers and different types of employees, such as executives. Every area of business has specific metrics that should be monitored – marketers track campaign and program statistics, sales teams monitor new opportunities and leads, and executives look at big picture financial metrics.

IT Metrics A metric is a standard, reportable measure and reported to assess

performance in a particular area.  Metrics provide feedback to ensure IT meets strategic objectives and delivers value to the business. 

For each service offering, metrics should be defined, gathered and analyzed to gauge service delivery and to provide a basis for Continual Service Improvement. Metrics provide a consistent and reliable foundation for assessing service delivery and the basis for any improvement. Metrics enable a benchmark or baseline for comparison against data from other institutions, best practices or for measuring progress or improvement.

Critical Success Factors (CSFs) represent something that must happen in order to achieve the objectives of delivering a particular service. Key Performance Indicators (KPIs) are metrics which are used to measure the achievement of each critical success factor. Many metrics can be measured but only the most important of these should be defined as KPIs to be actively managed and reported. They should be selected to ensure that efficiency, effectiveness and cost effectiveness are all managed. IT metrics should be aligned with the business processes a particular IT service or function supports.

Views Of Our IT Metric Web Portal

This view is the first page of our metric web portal. Users can click to these buttons for list,add or report metrics

The View of Add or List Metrics

Users can add or list metric from the this view.

The View of Entering Metrics and Report Dashport

According to mounths, users can report IT Metrics and users can enter the target and actual numbers.

Views of Our Database Tables

We have 3 tables on our Project. First table is for IT Metric Name,Area and Formula.

The second one is for number of targets.

The third one is for number of actuals.

GRADES OF GROUP MEMBERS

SEYİT ALTUNKAYNAK(1306100011) 100

Web Site Design and Development

SERCAN ORAN(1306100063) 95

Project Leader

KANDEMİR POLAT(1306110051) 100

Metric Analysis

ALİ ÇELİK(1306100003) 90

Research for Metric Types

FEYYAZ KAYAR(1306100023) 90

Gathering of Metrics