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Sample assessment metrics for APM indicators

Dan Franko1
Tera Contributor

‎12-22-2022 11:25 AM

The OOB assessment metric/question for all of the indicators for APM is "How likely is it that you would recommend this application to others?". Are there other samples/starting points for business application business value, CSAT, functional fit, technical risk, and business capability people, process and technology, that people have found to be effective?

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mcastoe
ServiceNow Employee
ServiceNow Employee

‎01-12-2023 05:48 AM

HI Dan,

 

the OOB metrics are indeed placeholders.  Here are some example i have used or suggested in the past. 

Please mark helpful if they are of use.

 

thanks,

Mark

 

  • Customer Satisfaction
    • What is the overall customer/consumer satisfaction?
    • What is the customer/consumer perceived performance?  Does the application perform well during peaks for the business process?
    • What is the customer/consumer perceived availability?
    • Is the data within the application current and up to date, trustworthy and readily available (per business goals)?

  • Business Value
    • Does the application deliver all of the requirements for the capability it supports?
    • Does the business intend to maintain and scale this application for the future or get rid of it?
    • How widely is the application used within the assigned user base?
    • Is the application able to our changing business needs?
    • Are all aspects of the application in use and fit for purpose?
    • The application requires little in depth training and user support?
    • The application positively impacts our bottom line?

  • Functional Fit
    • Does the application deliver all of the requirements for the capability it supports with none or minimal configuration and no customization?
    • Does this application fully automate the processes it supports?

  • Technical Risk
    • Does the application adhere to established architecture (data, integration, infrastructure) guidelines/patterns?
    • Is the application used out of the box or customized?
    • Does introducing new functionality break existing functionality?
    • Is the base technology on a current version that is supported by an internal team or vendor?
    • Is the basic technology stack for the application allowed within the enterprise or similar to the greater ecosystem?
    • Can the application be easily scaled to add more business functionality, users or integrations to other systems?
    • Does the application execute functionality with efficiency (low error rates, average time to execute queries  low resource utilization, etc. are all within desired thresholds)?