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Ideal, and Actual, IT Performance Metrics?
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?"
Shouldn't we be focused on reducing calls, rather than simply closing them quickly?
We should be focussed on both.
My question is: How is your IT performance measured, and how do you think it should be measured?
ITIL principles are a great starting point.
Examples are using Key Performance Indicators (KPIs) such as at the bottom of this page and this page.
The whoosh belongs to you. GP is a troll. Cut and paste troll slightly modified to appear on topic. You bit.
See my journal for slashdot ID's by year. Mine created in 2005. http://slashdot.org/journal/289875/slashdot-ids-by-year
Just need to upgrade your network and disk I/O. I get 14, easy. :-)
Seriously, though...I think the submitter is right. You should be trying to reduce the total number of tickets, but then you've got to be wary of trying to improve your performance score by saying "That's too small an issue to be opening a ticket for. I'll just ignore it/fix it on my lunch break/tell the user to bugger off."
I don't think any single metric is useful. Probably something like:
average # of tickets open X 2 +
average hours from open to close X 5 +
# of security breaches in past year X 100 +
# of times with no open tickets in past week X 1 =
your IT performance score. Obviously, lower is better. Change the weightings to your preference, and if you'd rather a higher number be better, divide 10 by your result.
Surely somebody's got some formula like this already. I wouldn't be surprised if there's some obscure standard somewhere that nobody uses because it'll make management look bad......
"City hall" in German is "Rathaus" Kinda explains a few things......
It's been my experience that most "no's" come from bad or lazy employees. Most good ones will at least explain themselves and TRY to help (even if they're underfunded).
SJW: Someone who has run out of real oppression, and has to fake it.
Here's the short version: "Fast, cheap, accurate. Pick two."
I only post comments when someone on the internet is wrong.
The last company I worked at, I was the manager in a department of 130 people. When I left, the company had deployed server #100,000 to its datacenter.
I understand CM well, but (and I hope you're exaggerating), if your IT team requires backout plans for "Install OS" as a deployment step, then someone needs to step in and reign in the bureaucrats.