Quantification and Qualification of a Service Assurance Solution

Association of solution to how it impacts our bottom line [tactical and strategic (tangible) benefits]:

Measuring total number of customer calls which are not for an identified issue by SA solution. This is the highest priority and would serve as a report card for SA solution.

Inputs on the overall business continuity and growth/volume planning [strategic]:
Defining the trend analysis accountability team member

Encouragement/goveranance [strategic]:
Encouraging the team members for leveraging SA solution to ensure availability of services at all times. Association of individual performance to overall application availability and csi

Updating our customers on identified issues proactively[tactical]:
What happens sometimes is although teams are experiencing an issue, teams do not notify customer right away and start fixing the problem. Two options to fix this, documenting a problem management process with the first step to be a customer notification and communication, or auto email from the tool on the issue. Starting with the former would be a better approach.