This document describes an IT service management metrics web portal created by a group of students for tracking IT performance. It includes an overview of metrics and why they are important for measuring aspects of software, hardware, business processes, and service delivery. The portal allows users to add, list, and report on metrics and see performance targets and actuals in a dashboard. Database tables store information on metric names, areas, formulas, targets and actuals. Group member roles and grades are also listed.

1. Metrics for IT Service Management For
Web Portal
Group Name: ITIL_OBASI
Members:
SEYİT ALTUNKAYNAK 1306100011
SERCAN ORAN 1306100063
KANDEMİR POLAT 1306110051
FEYYAZ KAYAR 1306100023
ALİ ÇELİK 1306100003
WEB PORTAL URL : http://kandemir60-001-site1.myasp.net/

2. Metric
IN SOFTWARE DEVELOPMENT, A METRIC (NOUN) IS THE MEASUREMENT OF
A PARTICULAR CHARACTERISTIC OF A PROGRAM'S PERFORMANCE OR
EFFICIENCY. SIMILARLY IN NETWORK ROUTING, A METRIC IS A MEASURE
USED IN CALCULATING THE NEXT HOST TO ROUTE A PACKET TO. A METRIC
IS SOMETIMES USED DIRECTLY AND SOMETIMES AS AN ELEMENT IN
AN ALGORITHM . IN PROGRAMMING, ABENCHMARK INCLUDES
METRICS.METRIC (ADJECTIVE) PERTAINS TO ANYTHING BASED ON
THE METER AS A UNIT OF SPATIAL MEASUREMENT.

3. What are metrics?
 A business metric is any type of measurement used to gauge some quantifiable
component of a company's performance, such as return on investment (ROI),
employee and customer churn rates, revenues, and EBITDA. Business metrics are
part of the broad arena of business intelligence, which comprises a wide variety
of applications and technologies for gathering, storing, analyzing, and providing
access to data to help enterprise users make better business decisions. In IT, a
metric is the measurement of a particular characteristic of software/hardware
performance or efficiency.

4. Why use metrics?
 Broadly speaking there are four very good reasons for using metrics,
these reasons also covered by ITIL in the CSI (continual service
improvement) module and known as VDJI. The areas are:
 To Validate decisions Soundness of decisions
 To set Direction For future activities
 To Justify Provide factual evidence
 To Intervene When changes or corrections are needed

5. What are Business Metrics?
Measure your performance with the right business metrics.
Business Metrics – Definition
A Business Metric is a quantifiable measure that is used to
track and assess the status of a specific business process.
It's important to note that business metrics should be
employed to address key audiences surrounding a
business, such as investors, customers and different types
of employees, such as executives. Every area of business
has specific metrics that should be monitored – marketers
track campaign and program statistics, sales teams
monitor new opportunities and leads, and executives look
at big picture financial metrics.

6. IT Metrics
 A metric is a standard, reportable measure and reported to assess performance
in a particular area. Metrics provide feedback to ensure IT meets strategic
objectives and delivers value to the business.
 For each service offering, metrics should be defined, gathered and analyzed to
gauge service delivery and to provide a basis for Continual Service
Improvement. Metrics provide a consistent and reliable foundation for assessing
service delivery and the basis for any improvement. Metrics enable a benchmark
or baseline for comparison against data from other institutions, best practices or
for measuring progress or improvement.

7.  Critical Success Factors (CSFs) represent something that must
happen in order to achieve the objectives of delivering a particular
service. Key Performance Indicators (KPIs) are metrics which are
used to measure the achievement of each critical success factor.
Many metrics can be measured but only the most important of
these should be defined as KPIs to be actively managed and
reported. They should be selected to ensure that efficiency,
effectiveness and cost effectiveness are all managed. IT metrics
should be aligned with the business processes a particular IT service
or function supports.

8. Views Of Our IT Metric Web Portal
This view is the first page of our metric web portal. Users can click to these buttons for list,add or report m

9. The View of Add or List Metrics
Users can add or list metric from the this view.

11. The View of Entering Metrics and Report
Dashport
According to mounths, users can report IT Metrics and users can enter the target and actual numb

12. Views of Our Database Tables
 We have 3 tables on our Project. First table is for IT Metric Name,Area and
Formula.

13.  The second one is for number of targets.

14.  The third one is for number of actuals.

15. GRADES OF GROUP MEMBERS
 SEYİT ALTUNKAYNAK(1306100011) 100
Web Site Design and Development
 SERCAN ORAN(1306100063) 95
Project Leader
 KANDEMİR POLAT(1306110051) 100
Metric Analysis
 ALİ ÇELİK(1306100003) 90
Research for Metric Types
 FEYYAZ KAYAR(1306100023) 90
Gathering of Metrics