1
Scope
1.1 Overview
1.2 Metrics framework and business value
2 Terms and definitions
3 Abbreviations
4 TOC metric categories and structure
4.1 TOC metrics categories
4.2 TOC metrics structure
5 TOC metric structure and definitions
5.1 Process metrics
5.2 SLA/Service Quality metrics
5.3 Resources and staffing metrics
5.4 Productivity and unit cost metrics
5.5 IT/OS infrastructure metrics
5.6 Regulatory compliance metrics
5.7 Organization metrics
5.8 Technology specific metrics