The Service Quality Management enables the effective management of service
level commitments with DISN customers, to include DISA service managers, DoD
combatant commands, and the United States Cyber Command (USCYBERCOM). In
addition to providing information on the quality of DISN services, the SQM
system monitors and reports on metrics relating to the operations of the
services such as the number of trouble reports, Mean-time-to- Repair (MTTR),
inventory levels, and failure rates on service-providing resources.
The SQM system automates the definition, collection, calculations, and
reporting for all configured key performance indicators (KPIs) required for
service level commitments with customers, as well as those for operating the
services at optimal performance.
SQM enables the detection of deviations
from the regular or expected level of performance. The SQM system collects and
correlates data with service and service-level definitions, resulting in
preventative, corrective, and reporting actions, with the goal of enabling DISA
to take a proactive role in assured services for the Global Information Grid