Help Center/ Well-Architected Framework/ Well-Architected Framework and Practices/ Operational Excellence Pillar/ OPS08 Operations Status Measurement and Continuous Improvement/ OPS08-01 Using Metrics to Measure Operations Objectives

Updated on 2025-05-22 GMT+08:00

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OPS08-01 Using Metrics to Measure Operations Objectives

Risk level
High
Key strategies
Define clear objectives and key performance indicators (KPI) for successful operations. Set baselines as reference points and re-evaluate them periodically. Determine the overall objectives of the service with service leaders and stakeholders, and the tasks of each operations team and the challenges they may face. Clarify KPIs of operations goal. The KPIs may include customer satisfaction, time to market (TTM), and average issue resolution duration. Identify key metrics and data sources based on KPIs. Customer satisfaction may be a combination of various metrics, such as call waiting or response duration, satisfaction score, and type of issues raised.

Parent topic: OPS08 Operations Status Measurement and Continuous Improvement

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