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What is practical difference between KPIs and Quality indicators?
#1
Hi all,

Could somebody provide insights on what is the practical difference between KPIs and Quality indicators? 
With some examples and references to methodological background if possible.

For me these terms are similar from practical perspective. For example, TTR (Time To React) is a KPI (which shows how well I am performing) as well as quality indicator for Security Incident Management service (show how well I am delivering service against agreed parameters (a quality means degree of compliance to the applicable requirements)).
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#2
Hi Sigitas,

I suppose these indicator types will sometimes overlap. Some performance indicators will say something about the quality of a service. But not always. Consider the case of an managed security service provider. A performance indicator is created to measure if initial triage of alerts from the SIEM is sufficiently fast. This indicator will provide information on timely response, but says nothing about the quality of the triage. So, an additional quality indicator is introduced that measures the false positive rate after triage (incorrect triage). Together, these indicators provide information on both speed and accuracy of initial response and can be used to measure service quality.

Regards,
Rob.
Keep calm and share knowledge
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