I think the focus should ultimately be on reducing calls. So, perhaps, you're doing really well if the average calls per week continues a downward trend each week.
However, since many IT departments are actually split into different subdivisions, how can you measure the group that just takes calls, addresses issues, and closes tickets. It may be their ONLY job to close tickets/issues. They may have exceedingly little control over any underlying problems. So, to measure their performance, perhaps number of issues closed is not entirely wrong. But, managers of this group should be evaluated over time. Any recurring issues should be brought up as potential bugs or user training or just needing general improvement to the system, whatever that might mean.
Slashdot Mirror
Shocking.
It seems that Don't be Evil is not the corporate motto of Microsoft.
It makes you appreciate google, despite their mildly objectionable data collection/profiling.
I think the focus should ultimately be on reducing calls. So, perhaps, you're doing really well if the average calls per week continues a downward trend each week.
However, since many IT departments are actually split into different subdivisions, how can you measure the group that just takes calls, addresses issues, and closes tickets. It may be their ONLY job to close tickets/issues. They may have exceedingly little control over any underlying problems. So, to measure their performance, perhaps number of issues closed is not entirely wrong. But, managers of this group should be evaluated over time. Any recurring issues should be brought up as potential bugs or user training or just needing general improvement to the system, whatever that might mean.
Imperial Gallons are Larger than US Gallons, and I imagine that's the standard you're using.
To Save you some of the math,
60 Miles per Imperial Gallon =
49.96 Miles per US Gallon
50 MPG is still better than most cars in the US, but it's a lot lower than 60 MPG.
And
50 Miles per Imperial Gallon =
41 Miles per US Gallon, which many small sedans in the US can get if driven reasonably.
I get 41 MPG(US) in my Honda Civic (non hybrid) regularly.