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?"

1 of 321 comments (clear)

  1. Social metrics by davecrusoe · · Score: 0, Offtopic

    We're doing a lot of social outreach, and measured by metrics like how many new members join through our outreach. We're still searching for the best metric to measure our progress in this realm. To that extent, we had to develop our own tool (!), available for free to others at http://www.sociafyq.com/ . Cheers, --Dave