In many IT operations, things are measured.<\/p>\n\n
But the correct ones are not always measured.<\/p>\n\n
You review dashboards, alerts, tickets…
are we operating better or not?<\/strong><\/p>\n\n the answer is not always clear.<\/p>\n\n Because good operational management is not measured by the amount of activity.<\/p>\n\n It is measured by impact.<\/p>\n\n Value metrics are those that allow you to respond:<\/p>\n\n \ud83d\udc49 how quickly you detect, how well you react, and how much impact you avoid.<\/strong><\/p>\n\n It is not measuring more.<\/p>\n\n It’s measuring what really matters.<\/p>\n\n Many operations focus on metrics such as:<\/p>\n\n And while they serve as context, they do not indicate actual performance.<\/p>\n\n Because you can have:<\/p>\n\n \ud83d\udc49 volume does not reflect quality<\/p>\n\n Here are the metrics that do help you evaluate your operation in a concrete and measurable way.<\/p>\n\n What it measures:<\/strong> Why it matters:<\/strong><\/p>\n\n \ud83d\udc49 defines how quickly the reaction starts.<\/p>\n\n Actual reference:<\/strong><\/p>\n\n If this number is high, the problem is not technical.<\/p>\n\n It is of visibility, notification or responsibility.<\/p>\n\n What it measures:<\/strong> Why it matters:<\/strong><\/p>\n\n \ud83d\udc49 is the real impact on the business.<\/p>\n\n MTTR consists of several stages:<\/p>\n\n \ud83d\udc49 improving just one part does not always improve the whole.<\/p>\n\n What it measures:<\/strong> Why it matters:<\/strong><\/p>\n\n \ud83d\udc49 every undetected minute is cumulative impact.<\/p>\n\n In many organizations, this time is higher than they think, especially when they hear about it from users.<\/p>\n\n What it measures:<\/strong> Simple formula:<\/p>\n\n (useful alerts \/ total alerts) * 100<\/p>\n\n Why it matters:<\/strong><\/p>\n\n \ud83d\udc49 measures the noise level<\/p>\n\n Reference:<\/strong><\/p>\n\n If this number is low:<\/p>\n\n What it measures:<\/strong> Why it matters:<\/strong><\/p>\n\n \ud83d\udc49 reflects the ability to deliver on the business.<\/p>\n\n But beware:<\/p>\n\n SLA compliance does not always mean good operation if:<\/p>\n\n What it measures:<\/strong> Why it matters:<\/strong><\/p>\n\n \ud83d\udc49 indicates management maturity<\/p>\n\n Typical problems:<\/p>\n\n \ud83d\udc49 balance is key<\/p>\n\n What it measures:<\/strong> Why it matters:<\/strong><\/p>\n\n \ud83d\udc49 is one of the most valuable metrics of actual experience.<\/p>\n\n Reference:<\/strong><\/p>\n\n If this number is low, your monitoring or management is not meeting its objective.<\/p>\n\n What it measures:<\/strong> It is not always measured directly, but can be estimated through:<\/p>\n\n Why it matters:<\/strong><\/p>\n\n \ud83d\udc49 is one of the biggest hidden costs.<\/p>\n\n Not all metrics have the same value.<\/p>\n\n You can have dashboards full of data…<\/p>\n\n but if you can’t make decisions with them:<\/p>\n\n \ud83d\udc49 no good<\/p>\n\n Value metrics have to allow you to:<\/p>\n\n It is not a question of measuring everything at the same time.<\/p>\n\n You can start with:<\/p>\n\n And then move on to:<\/p>\n\n \ud83d\udc49 improvement is progressive, but measurable.<\/strong><\/p>\n\n Operation without clear metrics<\/strong><\/p>\n\n Operation with value metrics<\/strong><\/p>\n\n Result: actual performance<\/p>\n\n You don’t improve what you can’t measure.<\/p>\n\n But you don’t get better by measuring just anything either.<\/p>\n\n The key is to focus on metrics that connect directly to:<\/p>\n\n \ud83d\udc49 the operation ceases to be reactive when it becomes measurable.<\/strong><\/p>\n\n If you have data today but struggle to understand if you are really improving, you probably lack focus on the right metrics.<\/p>\n\n \ud83d\udc49 24Cevent allows you to measure response, confirmation, escalation and resolution times, providing clear visibility into operational performance and helping to identify concrete opportunities for improvement.<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":" In many IT operations, things are measured. But not always the right ones are measured. Dashboards, alerts, tickets…In simple<\/h1>\n\n
The most common mistake<\/h1>\n\n
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The metrics that really matter<\/h1>\n\n
1. MTTA (Mean Time To Acknowledge)<\/h2>\n\n
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2. MTTR (Mean Time To Resolve)<\/h2>\n\n
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Detection time<\/h2>\n\n
4. Rate of actionable alerts<\/h2>\n\n
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5. SLA compliance rate<\/h2>\n\n
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6. Effective escalation rate<\/h2>\n\n
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7. Incidents detected before the user<\/h2>\n\n
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8. Coordination time<\/h2>\n\n
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A key point<\/h1>\n\n
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How to use them correctly<\/h1>\n\n
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A simple example<\/h1>\n\n
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What is important in the background<\/h1>\n\n
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\nare reviewed, but when someone asks: are we operating better or not? will the answer be clear? <\/p>\n","protected":false},"author":2,"featured_media":5144,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[188],"tags":[361,362,360],"class_list":["post-5249","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-relevant-metrics-and-kpis","tag-operational-management","tag-to-evaluate-operational-management","tag-value-metrics"],"_links":{"self":[{"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/posts\/5249","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/comments?post=5249"}],"version-history":[{"count":1,"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/posts\/5249\/revisions"}],"predecessor-version":[{"id":5250,"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/posts\/5249\/revisions\/5250"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/media\/5144"}],"wp:attachment":[{"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/media?parent=5249"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/categories?post=5249"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/24cevent.com\/en\/wp-json\/wp\/v2\/tags?post=5249"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}