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https://itservicemanagement-itil.com/key-metrics-application-outsourcing-measure/
Application outsourcing engagements are typically governed via specific service agreements that are comprised of a number of SLAs. Metrics are a critical ingredient of an SLA. There are dozens of metrics that could potentially be measured for outsourced application support and maintenance services. Tackle the Basics First Days & Hours Unit of Time …
https://www.gartner.com/doc/3173320/it-key-metrics-data-
This research contains current year metrics focused on application support. These key metrics provide a high-level view of support spending, staffing, and quality measures and distributions. Information provided was collected throughout 2015 from a global audience.
https://techbeacon.com/enterprise-it/8-it-service-management-metrics-matter-most
They have discovered the 80/20 rule as it applies to IT service and support metrics: The effective application of just eight KPIs is all that is required to measure, manage, and continuously improve their organization's performance. Here they are. [ Enterprise Service Management brings innovation to …Author: Jeff Rumburg
https://www.castsoftware.com/glossary/application-support-sla
Application Support SLA Metrics: Monitoring Maintenance and Support Contracts. Simply relying on Service-Level-Agreements (SLA) alone to monitor outsourcing activity does not provide the insight companies need to maintain confidence in the output they receive from their vendors.
http://www.rotometrics.com/our-services/application-support/
That volume of expertise, coupled with over 60 years of industry leading innovation and support, means that our perfectly synchronized team of world-class application advisors, engineers, master technicians, craftsmen, and specialists are utterly prepared to help you quickly develop a custom solution for your converting challenges.
https://itservicemanagement-itil.com/application-support-performance-measurement/
The Quality Consultant and the application support team use this process to define what additional metrics, if any, should be collected and used during the improvement process. The collection, analysis, and reporting of performance metrics are fundamental components of CAI’s Legacy Application Support methodology. Metrics enable CAI to effectively measure performance, identify opportunities ...
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