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?"

2 of 321 comments (clear)

  1. ITIL by prakslash · · Score: 4, Informative

    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.

  2. Re:No cnt++ by elrous0 · · Score: 4, Informative

    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.