Business metrics for system maintenance

If you are ensuring that a backend system runs smoothly, here are some questions/metrics that might be interesting to look at. This is a first stab, rather than an exhaustive list.

These metrics can be communicated to C-level management.

  • reliability:
    • how stable is the system?
    • how probable it is for an incident to happen?
    • how fast can we recover from an incident?
  • usability
    • are users satisfied with the system?
    • is the system responsive?
    • how does the system perform in the weak/problematic areas?
  • cost
    • how much are the infrastructure/maintenance/license cost?
    • what is the total cost of ownership of the system?
  • speed of change
    • how long does it take for a feature to be delivered?

Thanks to Peter for the discussion.

Update - further reading: