Our first measure for the balanced scorecard will look at the amount of time spent dealing with production incidents. These will be measured on a quarterly basis. It is expected that all applications will require a certain amount of maintenance to keep them running. Maintenance time includes most small service requests that do not necessarily enhance the functionality, but rather maintain the usefulness of the system. Migrating to new software releases and testing of software is also considered maintenance.
Development includes enhancements to existing applications and new development projects.
Enhancements to an application usually are represented by service requests that provide new functionality, such as new reports or web screens. These figures provide availability percentages during scheduled service level hours. Since all data show this goal is being met, raising the goal level is under discussion. Availability statistics are captured on a monthly basis. These numbers are discussed monthly at the Operations meeting.