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Ask Slashdot: Good Metrics For a Small IT Team?

Posted by samzenpus on from the measuring-up dept.

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."

5 of 315 comments (clear)

  1. Metrics suck by SJ2000 · · Score: 5, Informative

    Didn't we just have a story about how metrics suck?

  2. Here's a few... by HerculesMO · · Score: 5, Informative

    Time to answer call, time to resolve ticket, abandoned tickets (unresolved).

    If you google a few of those it will bring some more, but that's a simple start.

    --
    The price is always right if someone else is paying.
  3. optimal? by Anonymous Coward · · Score: 5, Informative

    talk about flow, about bottle necks. Visualize workflow. Look at Henrik Kniberg's paper on kanban as applied to IT Ops. My guess is that your ticketing systems will provide low value data on volumes on resolution time - gear up - visualize the pipeline. check http://www.infoq.com/minibooks/priming-kanban-jesper-boeg - turn the conversation around to "business value" - don't get wrapped in the ropes of volumetrics /peace.

  4. Re:Hahaha by Anonymous Coward · · Score: 5, Informative

    Yes, this.

    Management wants to eliminate someone and wants to do so in an "objective" way to hide the fact that they're firing someone while probably giving the CEO a fat Christmas bonus. You're tasked with figuring out which of the three of you gets fired and how you can cloak this in enough "objectivity" that no one can object to it. Your best bet is to make this shit up. Figure out who the weakest link besides yourself is, or who you like the least, and generate a system of metrics that's biased towards eliminating that person. Use lots of acronyms and jargon. Also, make sure no one at work reads Slashdot.

    totally irrelevant CAPTCHA: forgive

  5. Re:call / ticket time is bad metrics by DarthBart · · Score: 5, Informative

    I got written up once because my ticket stats were radically different than the other people on my team. 15% lower "total time on tickets" but 20% more tickets closed. I was apparently fudging numbers and closing unresolved tickets.

    Fortunately, a trip to HR with a ream of printouts from closed tickets proved otherwise.

    Still left the company a few months later.