Metrics to Monitor
==================

Slide 1: Metrics to Monitor

Narration
Anna: Measuring outcomes is how we prove our process works. Without numbers it's just opinion.
Greg: Exactly. Leadership wants to see trends like recovery times getting shorter, not just hear that we "did better".
Anna: We'll focus on MTTR, recurrence rates and whether action items actually get done.
Greg: Tracking these may sound tedious, but it quickly shows if fixes stick or if the same outages come back.

On-screen text
Metrics to Monitor

MTTR, recurrence & follow‑up progress

Slide 2: Why measure?

Narration
Anna: Why measure? focuses attention on a concrete part of the work. Show whether improvements work, Spot repeat issues early, and Prioritise resources based on data.
Greg: In practice, ask who owns the work, what evidence proves it happened, and what handoff comes next. Use the supporting details as a checklist: Spot repeat issues early; Prioritise resources based on data; Keep leadership informed.

On-screen text
Why measure?

- Show whether improvements work

- Spot repeat issues early

- Prioritise resources based on data

- Keep leadership informed

- Meet audit obligations

Slide 3: Key metrics

Narration
Anna: MTTR stands for Mean Time to Recovery. It's the average duration from detection to full service restoration.
Greg: Recurrence rate tracks how often the same type of incident reappears within a set period.
Anna: Action item completion ratio shows what percentage of agreed fixes were actually carried out.
Greg: We also watch the age of open tasks so nothing lingers forever.

On-screen text
Key metrics

- Mean Time to Recovery (MTTR)

- Recurrence rate of similar incidents

- Action item completion ratio

- Age of open follow‑ups

- Number of updates sent to stakeholders

Slide 4: Tools and dashboards

Narration
Anna: ServiceNow and Jira both let you export incident data straight into reports.
Greg: For smaller teams, a shared spreadsheet works fine, as long as someone updates it each week.
Anna: Grafana or Kibana are great for graphing MTTR trends alongside deployment metrics.
Greg: Whatever tool you pick, make sure it can export to CSV for audits and compliance.

On-screen text
Tools and dashboards

- ServiceNow and Jira reports

- Spreadsheet trackers for small teams

- Grafana or Kibana graphs for trends

- Export data to CSV for audits

- Share metrics during retrospectives

Slide 5: Using the data

Narration
Anna: Numbers only help if you act on them. Review trends monthly and ask why any spike occurred.
Greg: If the same issue recurs, escalate and revisit your fixes—maybe a root cause was missed.
Anna: Celebrate when MTTR drops or when all action items close on time. Share those wins widely.
Greg: And when tasks slip, discuss roadblocks in stand-ups and adjust priorities rather than ignoring them.

On-screen text
Using the data

- Compare trends month to month

- Escalate if recurrence stays high

- Highlight wins when MTTR drops

- Review overdue actions in stand‑ups

- Adjust processes based on evidence

Slide 6: Key takeaway

Narration
Anna: Consistently measured metrics turn one-off fixes into lasting improvements.
Greg: When leadership sees recovery times shrinking and fewer repeat incidents, support for your process grows.
Anna: Keep tracking completion rates so action items don't fade away once the spotlight moves on.
Greg: The data speaks for itself; use it to drive decisions and keep refining your operations.

On-screen text
Key takeaway

Metrics reveal whether fixes stick and guide where to focus next.