Ask Slashdot: Good Metrics For a Small IT Team?

First time accepted submitter shibbyj writes "I'm a member of a small 3 person IT team for a medium sized business (approximately 300-350 employees) that has multiple locations internationally. I have been tasked with logging our performance using the statistics from our ticket management system. I've also been tasked with comparing these stats and determining if we are performing above or below what is considered optimal. I'm wondering what people opinions are on what good metrics should be in regards to mttr mtbf etc. I have had trouble finding information on this."

Comments

Re:easy

[mewsenews]

Metrics are favoured by lazy management.

Look, using metrics doesn't indicate lazy management.

Look, using metrics that you don't have available doesn't indicate lazy management.

Look, using metrics that you don't have available so you ask your staff to measure their own metrics doesn't indicate lazy management.

Look, using metrics that you don't have available, so you ask your staff to measure their own metrics, but you don't know what metrics they should measure, so they end up asking Slashdot what some good metrics are, doesn't indicate lazy management.

Re:Hahaha

[Jeremiah Cornelius]

The very core of your writing while sounding reasonable initially, did not sit perfectly with me after some time. Somewhere throughout the paragraphs you actually were able to make me a believer but just for a very short while. I however have got a problem with your leaps in logic and one would do nicely to fill in all those gaps. If you can accomplish that, I will surely end up being fascinated.

Done in one

[Weaselmancer]

Seriously I just have to say that this is the single funniest comment I've ever read on Slashdot. Laughing, pointing at the screen, drug my wife over here to have her read it funny. Brutal. Absolutely brutal.

From one cynical bastard to another, I salute you.

Re:Done in one

[turing_m]

You cynical man. For all you know, upper management have a budget flush with cash and have singled out someone in the hard working but unacknowledged IT department for a raise and a promotion.

Re:Hahaha

[wmelnick]

An obvious troll. In order to become management you have had to prove yourself over the course of many years. While you may think those above you are useless, they would not be there had they not done what you did first and for probably longer than you have.

My metrics

[slashmydots]

Well, when they say small, I'm the sole IT worker and thus the IT Manager at a 4 server, 40 workstation business so my only metrics are: I didn't make them spend a bunch of money, nothing lit on fire, I didn't quit. That's seriously about it and this quarter, I got all but the middle one but I wasn't the one who ordered that HP workstation, nor would I have, so it's sort of a gray area lol.

Re:Hahaha

[BenJCarter]

You're fired...