DSA1.1 Key Performance Indicators (relating to the User Support Task)

The KPIs mentioned in the Description of Work and relevant for the SA1 User Support Task are:

• KSA1.1 – Number of Incidents
  • Number and trends of incidents registered by the EMI Support Units (in total and per category).
  • Periodic information on the number, categories and submission time of the incidents escalated to the EMI Support Units, including the generic Support Unit, are extracted from GGUS.

    Key	Description	Number of items to present
    Inputs	Submission time with no end time, suggest open bugs only.	1
    Outputs	(Number + trend)x(per category + total)	4
    Metrics	5.4.1 Total User Incidents Metric	1
    Priority	All?	1
    Total:		4

• KSA1.2 – Incident Resolution Time
  • Average time for resolving an incident by the 3rd-level support (possibly by category).
  • Information on the number, categories and submission and resolution times of the incidents escalated to the EMI Support Units are extracted from GGUS.

    Key	Description	Number of items to present
    Inputs	Submission time and end time, suggest closed bugs only.	1
    Outputs	(Number + trend) x (per category + total)	1 or 2 or 4
    Metrics	5.4.3 Average Time to deal with an Incident	1
    Priority	Immediate and High	1 or 2
    Total:		1 or 2 or 4 or 8 or 16

DSA1.1 Key Performance Indicators (relating to the SA1 Maintenance Task)

The KPIs mentioned in the Description of Work [R7] and relevant for the SA1 Maintenance Task are:

• KSA1.3 - Number of Problems
  • Number and trends of problems (defects) submitted in the Defect Tracker(s) (in total and per category) as absolute value and as density over kSLOC .
  • Information on the number and categories of problems is extracted from the RfC reports. Information on kSLOC of components is computed using the sloccount tool, which is already integrated in ETICS. For each component multiple codebases could be considered if that component is available in multiple EMI major releases.

    Key	Description	Number of items to present
    Inputs	Submission time and end time? Open or closed bugs?	1 or 2
    Outputs	(Number + trend)x(per category + total)x(Values + Bug Density)	8
    Metrics	5.1.1 Closed Priority Bugs and/or 5.1.3 Open Priority Bugs	1
    Priority	Not specific, use any	1
    Total:		8 or 16

  • Top priorities for SA1:

    Plots (x-axis)	Plots (y-axis)	Values or Tables
    e.g: Total Bugs	Time in months	N/A

• KSA1.4 - Number of Urgent Changes
  • Number of changes (defects or enhancements) with priority Immediate.
  • Information on the number, type and priority of RfCs is extracted from the RfC reports.

    Key	Description	Number of items to present
    Inputs	Submission time and end time? Open or closed bugs?	1 or 2
    Outputs	(Number + trend)x(per category + total)?	1 or 2 or 4?
    Metrics	5.1.1 Closed Priority Bugs and/or 5.1.3 Open Priority Bugs	.
    Priority	immediate	1
    Severity	Defect or Feature (enhancement)	2
    Total:		8 or 16?

  • Top priorities for SA1:

    Plots (x)	Plots (y)	Values or Tables
    e.g: Number of (enhancements + defects) stacked per category	Time in months	N/A

• KSA1.5 - Change Application Time
  • Average time, from incident submission to release, for applying a change (possibly per category and priority).
  • The submission time of an incident causing the opening of an RfC is available in the incident report (typically a GGUS ticket). A reference to the GGUS ticket and the rest of the information required to compute this metric - the time the RfC is closed, categories and priority - are available in the RfC reports.

    Key	Description	Number of items to present
    Inputs	Submission time and end time. Closed bugs only	1
    Outputs	(Number + trend)x(per category + total)	1 or 2 or 4
    Metrics	5.1.1 Closed Priority Bugs	.
    Priority	immediate	1
    Severity	Defect or Feature (enhancement)	2
    Total:		2 or 4 or 8

  • Top priorities for SA1:

    Plots (x)	Plots (y)	Values or Tables
    e.g: Average Number of Closed Bugs per category	Time in months	N/A

-- EamonnKenny - 16-Jun-2011