QA Metrics Calculation and Analysis

The QA metrics and specific project KPIs have a very important role in the project development lifecycle, as they are used to:

  • Asses the quality of the delivered services
  • Determine the effectiveness of the quality assurance strategy and activities
  • Determine the evolution of the team work outcome – productivity and quality improvements.
  • Continuous improvement, through analysis and act to fix and improve.

We use the following main categories of QA metrics and KPIs (grouped by functional or domain area), to identify the project areas that needs improvement, and also to guide the improvement activities:


Systems high-availability

  • Modules/services availability
  • Uptime numbers: average uptime and variance
  • Continuity of services


System performance

  • System components performance targets compliance (response time to various operations)


Change management

  • Successful and failed changes
  • Changes backlog timeline and variance
  • Mean RFC (Request for Change) turnaround time


Monitoring and auditing

  • System monitoring and auditing quality targets compliance


Incidents & issues management

  • Number of incidents reported per module/service area
  • Number of escalations
  • Number of repeated Incidents
  • Mean time between incidents are registered
  • Mean time between high-priority incidents are registered
  • Incidents severity/priority distribution (timeline)
  • RCA (Root Cause Analysis) incidents distribution
  • Average period for open issues
  • Average time to fix an issue
  • Average issues fix cost (man-hours)
  • Reopened issues rate
  • Ratio of accepted/rejected/postponed issues
  • Incidents resolved remotely


Service validation and testing

  • Failed Release Acceptance Tests
  • Incidents caused by new releases


Service asset and configuration management

  • Incidents due to inaccurate configuration management information
  • Number of unauthorized changes
  • Configuration management coverage
  • Average effort for configuration management verifications


Backup and recovery

  • Successful completion of systems backup activities
  • Successful completion of systems restore activities


Delivery performance

  • Operations/tasks completed on time
  • Completeness


As a general rule, metrics are customized for each activity and each project. The number of metrics deployed must be kept as small as possible and they must complement each other.