Slashdot Mirror

← Back to Stories (view on slashdot.org)

Ideal, and Actual, IT Performance Metrics?

Posted by timothy on from the spin-the-dial-shake-the-8-ball dept.

An anonymous reader writes "Recently it was revealed that our company measures IT performance by the time it takes to close trouble tickets. I consider IT's primary goal to be as transparent to the user as possible, thus this metric was rather troubling to me. Shouldn't we be focused on reducing calls, rather than simply closing them quickly? My question is: How is your IT performance measured, and how do you think it should be measured?"

10 of 321 comments (clear)

  1. When testing a new blade server install... by RyuuzakiTetsuya · · Score: 4, Funny

    We usually try to measure how many libraries of congress we can get to the new blade server in under 5 minutes.

    our best is 12.

    --
    Non impediti ratione cogitationus.
  2. No cnt++ by korbin_dallas · · Score: 4, Funny

    I thought IT got paid for the number of times they said 'No' to us during the day.

    go figure.

    --
    They Live, We Sleep
  3. obvious by spikedvodka · · Score: 2, Funny

    Customer Satisfaction, and pro-active problem solving

    --
    I will not give in to the terrorists. I will not become fearful.
    1. Re:obvious by Bluesman · · Score: 2, Funny

      But password resets should be self service and at some point they are going to be.

      No security problem there!

      --
      If moderation could change anything, it would be illegal.
    2. Re:obvious by Sj0 · · Score: 2, Funny

      No security can withstand the incredible power of having huge balls.

      --
      It's been a long time.
  4. I think it should be measured... by IntricateEnigma · · Score: 5, Funny

    ...by the number of callers left alive at the end of the day.

  5. Re:count tickets never openend by starglider29a · · Score: 3, Funny

    True! And my measure of being a good husband is how many affairs I DIDN'T have!

    A) How do you count that? B) Dude, even SKYNET had an IT department.

    "Yeah, uh, hi... my directive is to nuke Redmond/PaloAlto (pick one), but... heh heh... I can't find the launch codes... could you reset my... oh, wait. Here they are. The sticky note fell off my monitor."

  6. in my government job by Anonymous Coward · · Score: 2, Funny

    In the low-level government job I suffered through for 2 miserable years, IT performance was measured by presence in your chair. If you kept the chair at a satisfactory egg-hatching temperature, and never made your presence otherwise known, you were a star. If you did work, you were a source of trouble.

  7. Re:ITIL by neurovish · · Score: 3, Funny

    We implemented a new incident/problem management process around many ITIL practices. After 5 months of adjusting to the new processes, last month 95% of our calls were handled within SLA. ITIL works.

    In my organization, the number of priority 1 incidences have dropped by 95% since implementing ITIL. That is mostly because there is so much paperwork and hassle involved in opening a priority 1 incident that nobody opens them anymore. ITIL works.

  8. Re:Exactly! by Anonymous Coward · · Score: 1, Funny

    Less budget == foors in your building :(