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Ideal, and Actual, IT Performance Metrics?

Posted by timothy on Tuesday June 16, 2009 @05:00AM 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?"

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Re:count tickets never openend by molecular · 2009-06-16 05:37 · Score: 0, Redundant

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.
A) Dont know how to count that, but initial poster asked for both actual _and_ ideal metrics
B) Following a goal even when it's unreachable can still be fruitfull by leading you in the right direction.