5 Steps to Measuring COE Value -

some nice graphs, and good review of the basics of service management best practices, not really limited to the context of that specific ERP product (ps - for the acronym-challenged: "COE" means Center of Excellence):

5 Steps to Measuring COE Value: "...The most common metrics have already been defined in the form of KPIs and by the Information Technology Infrastructure Library (ITIL), a set of best practices for IT service delivery. Be sure to make use of ITIL practices to define incident and change management processes, as necessary. Once you have selected the metrics and established the benchmarks, create an operational dashboard to track your progress. One of the global support metrics my organization tracks is incident resolution. “Sample Dashboard Graphics,” below, illustrates two ways to measure the support burden: incident by business unit and by time-to-resolution. These examples aren’t particularly granular. Typically, I drill down to get answers; my business partners only want to see results and progress. Any businessperson can understand these charts, the trends they represent, and what they mean...."