ITU E.861:2006
ITU E.861:2006 Defining Operations Competency Metrics Describes a set of metrics called Total Operations Competency (TOC) metrics that are designed to cover a comprehensive view of network and services operations.
Table of Contents
1Scope1.1Overview
1.2Metricsframeworkandbusinessvalue
2Termsanddefinitions
3Abbreviations
4TOCmetriccategoriesandstructure
4.1TOCmetricscategories
4.2TOCmetricsstructure
5TOCmetricstructureanddefinitions
5.1Processmetrics
5.2SLA/ServiceQualitymetrics
5.3Resourcesandstaffingmetrics
5.4Productivityandunitcostmetrics
5.5IT/OSinfrastructuremetrics
5.6Regulatorycompliancemetrics
5.7Organizationmetrics
5.8Technologyspecificmetrics