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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?"

1 of 321 comments (clear)

  1. Sounds good to me. by khasim · · Score: 5, Interesting

    For example, for every fax successfully sent via the fax server without IT intervention, the IT department gets one point.

    For every fax that needs IT intervention to be sent, the IT department loses one point.

    For every person who becomes aware of a problem with the fax server, the IT department loses one point. No more "heroics". The goal is to be as invisible as possible to the end users.

    And similar items for every other server/service that IT supports. If nothing else, it will show exactly where the problems really are.