Track 2 Session 7
1:00 to 2:00 p.m. Thursday June 21, 2007

Converting Field Service Data into Useful System Reliability Metrics

Service and repair organizations provide invaluable information to understanding the reliability, availability and maintainability of a product. Unfortunately, the information coming from service departments can be difficult to analyze, especially on complex systems. This presentation describes the history of integrating a Web-based service management system into a service organization of a Fortune 200 company and using the data in a comprehensive manner to expose reliability and serviceability problems. System reliability metrics for complex configurations are defined and presented using actual service data as well successes and failures in driving improvements. The need for understanding internal business practices and corporate IT data structures is discussed, as well as the need to be a part of the permanent Service Management System team.

Key Words: System Reliability, Service Metrics, Data Warehouse