LIST OF PROPOSED INDICATORS

LIST OF PROPOSED INDICATORS
Develop service level agreements for all departments served covering:

– Network availability
– Mainframe availability
– E-mail availability
– Report delivery

Specific Service and Performance Measures:

– Number of PCs deployed
– Growth of network/number of new connections
– Development of Citywide e-mail number of new users
– Training classes held, Computer-based training (CBT)/Intranet courses taken
– Service Requests
– Opened
– Number by type: installs, changes, troubles, etc.
– Closed
– Time to close
– Second calls
– System outages
– Network outages