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We at ITAbode define requirements for the service and fulfillment is measured quantitatively. Each deliverable and its associated Parameter is quantified. The three key process areas on which the measures are quantified are Schedule, Productivity and Quality
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The below matrix graphically elaborates the support level and the measurement parameters
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Support |
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Schedule |
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Productivity |
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Quality |
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L1 - Application Usage Support
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Response Time
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Support Calls/Month
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Satisfaction Survey
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L2 - Application Support
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Turnaround Time
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Defect Fixes/Month
Refactor Line of Code/Month
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Rejected Bugfix/100
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L3 - Application Enhancement
Support
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Schedule Variance
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Function points/month
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Post release defects
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