1.

Cost of managing processes

Periodic costs of managing processes,
usually based on the number of Full
Time Equivalents (FTEs) involved in
management functions for processes
Formula: (Total cost for managing
processes) divided by (period)
Unit type: Money

2. Mean Time to Repair (MTTR)

Average time (e.g. in hours) between the
occurrence of an incident and its
resolution.
Formula: Average of time between
resolution of incident and start of incident
Unit type: Time
Direction: Minimize
Unit: Hours

3. % of service requests resolved within an

agreed-upon period of time
Percentage of service requests resolved
within an agreed-upon/acceptable period of
time.
Formula: [Service request resolved within
the agreed time] percentage of [Total service
request]
Unit type: Percentage
Direction: Maximize

4. Mean-time between failure (MTBF)

The average time between equipment failures
over a given period i.e. the average time a
device will function before failing. It is the
reliability rating indicating the expected failure
rate of equipment.
Interpretation: It is the reliability rating
indicating the expected failure rate of equipment.
Unit type: Time
Direction: Maximize
Unit: Days

5.% of outage due to incidents

(unplanned unavailability)
Percentage of outage (unavailability)
due to incidents in the IT environment,
relative to the service hours.
Unit type: Percentage
Direction: Minimize

6. Availability (excluding planned downtime)

Percentage of actual uptime (in hours) of equipment relative

to the total numbers of planned uptime (in hours).
Planned uptime = service hours planned downtime
Planned downtime is downtime as scheduled for
maintenance.
Also known as: Service Outage Duration

Formula: [Actual uptime] percentage of

[Planned uptime]
Unit type: Percentage
Direction: Maximize

7.% of outage due to changes (planned

unavailability)
Percentage of outage (unavailability)
due to implementation of planned
changes, relative to the service hours.
Formula: [Outage due to planned
changes] percentage of [total Outage]
Unit type: Percentage
Direction: Minimize

8.Overall Equipment Effectiveness (OEE)

Overall Equipment Effectiveness (OEE) =
Availability x Performance x Quality
Availability = Operating Time / Planned
Production Time
Performance = Ideal Cycle Time / (Operating
Time / Total Pieces)
or
Performance = (Total Pieces / Operating
Time) / Ideal Run Rate
Quality = Good Pieces / Total Pieces