EUCPERF08-BP01 Establish and monitor service metrics and KPIs - End User Computing (EUC) Lens
Implementation guidance

EUCPERF08-BP01 Establish and monitor service metrics and KPIs

When using an AWS EUC service to deliver a service to your users, it's important to consider the service metrics that are key to the delivery of the service for your organization to verify that the service is operating at the required service levels.

Level of risk exposed if this best practice is not established: Medium

Implementation guidance

Determine service metrics and KPIs for your service. Some examples of key measures to consider are:

  • Service availability

  • Mean time to repair (MTTR)

  • First call resolution (FCR)

  • SLA breach rate

  • User and customer satisfaction (CSAT)

  • Cost per contact

  • Net promoter score

  • Incident volume

  • Problem resolution time

Consider how metrics available within the AWS EUC services outlined in the following sections can be used to support or determine your service metrics.