Baseline Metrics Report

Date Generated: November 7, 2024
Prepared By: Kevin McCaffrey

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1. Incident Response Metrics

1. Mean Time to Acknowledge (MTTA)
   • Baseline: 5 minutes
   • Current Performance: 6.2 minutes
   • Method for Baseline Calculation: Average of MTTA over the past six months using historical incident logs.
   • Notes: MTTA has increased over the last quarter, suggesting potential staffing or process inefficiencies.
2. Mean Time to Recover (MTTR)
   • Baseline: 45 minutes
   • Current Performance: 40.5 minutes
   • Method for Baseline Calculation: Analyzed past incidents to establish a consistent average response time.
   • Notes: Improvement observed in MTTR, possibly due to recent training programs and new monitoring tools.

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2. Operational Efficiency Metrics

1. Ticket Resolution Time
   • Baseline: 2 hours
   • Current Performance: 2.5 hours
   • Method for Baseline Calculation: Average resolution time calculated from support ticketing system data over the last year.
   • Notes: Slight increase noted. Need to investigate if recent changes or new processes are causing delays.
2. Change Failure Rate
   • Baseline: 8%
   • Current Performance: 10%
   • Method for Baseline Calculation: Failure rate of changes implemented in the production environment over the past year.
   • Notes: Increase in failure rate attributed to higher volume of complex changes. Further root cause analysis required.
3. Automation Adoption Rate
   • Baseline: 30%
   • Current Performance: 35%
   • Method for Baseline Calculation: Percentage of tasks automated compared to total potential automatable tasks.
   • Notes: Positive trend in automation. Next quarter target: 40%.

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3. Customer Satisfaction Metrics

1. Customer Satisfaction Score (CSAT)
   • Baseline: 85%
   • Current Performance: 82%
   • Method for Baseline Calculation: Average CSAT scores collected from post-interaction surveys over the past year.
   • Notes: Drop in CSAT may correlate with recent system downtimes. Follow-up surveys planned to collect detailed feedback.
2. Net Promoter Score (NPS)
   • Baseline: 50
   • Current Performance: 52
   • Method for Baseline Calculation: Average NPS collected from quarterly user feedback surveys.
   • Notes: Small but steady improvement in NPS. Further focus on customer support experience may yield higher scores.

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4. System Uptime and Health Metrics

1. System Uptime
   • Baseline: 99.5%
   • Current Performance: 99.7%
   • Method for Baseline Calculation: Historical uptime data from system monitoring tools over the past year.
   • Notes: Uptime has improved due to proactive maintenance schedules and infrastructure upgrades.
2. Health Check Failures
   • Baseline: 10 failures per month
   • Current Performance: 8 failures per month
   • Method for Baseline Calculation: Number of health check failures logged monthly over the past year.
   • Notes: Reduction in failures credited to new alert mechanisms and automated remediation strategies.

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5. Summary and Recommendations

1. Areas of Concern
   • Increase in MTTA and Ticket Resolution Time: Investigate staffing and potential inefficiencies in incident management.
   • Change Failure Rate: Conduct detailed root cause analysis and consider additional testing or staff training.
2. Positive Trends
   • Improvement in MTTR and System Uptime: Continue current initiatives and explore further automation opportunities.
   • Automation Adoption Rate: Maintain focus on automation to achieve next quarter’s target.
3. Action Items
   • Schedule a team meeting to discuss incident response inefficiencies.
   • Launch a root cause analysis for failed changes.
   • Gather additional feedback through post-interaction surveys to understand the CSAT decline.