Ideal, and Actual, IT Performance Metrics? 321
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?"
When testing a new blade server install... (Score:5, Funny)
We usually try to measure how many libraries of congress we can get to the new blade server in under 5 minutes.
our best is 12.
No cnt++ (Score:5, Funny)
I thought IT got paid for the number of times they said 'No' to us during the day.
go figure.
obvious (Score:3, Funny)
Customer Satisfaction, and pro-active problem solving
I think it should be measured... (Score:5, Funny)
...by the number of callers left alive at the end of the day.
Re:count tickets never openend (Score:4, Funny)
A) How do you count that? B) Dude, even SKYNET had an IT department.
"Yeah, uh, hi... my directive is to nuke Redmond/PaloAlto (pick one), but... heh heh... I can't find the launch codes... could you reset my... oh, wait. Here they are. The sticky note fell off my monitor."
in my government job (Score:2, Funny)
In the low-level government job I suffered through for 2 miserable years, IT performance was measured by presence in your chair. If you kept the chair at a satisfactory egg-hatching temperature, and never made your presence otherwise known, you were a star. If you did work, you were a source of trouble.
Re:obvious (Score:3, Funny)
But password resets should be self service and at some point they are going to be.
No security problem there!
Re:ITIL (Score:4, Funny)
We implemented a new incident/problem management process around many ITIL practices. After 5 months of adjusting to the new processes, last month 95% of our calls were handled within SLA. ITIL works.
In my organization, the number of priority 1 incidences have dropped by 95% since implementing ITIL. That is mostly because there is so much paperwork and hassle involved in opening a priority 1 incident that nobody opens them anymore. ITIL works.
Re:Exactly! (Score:1, Funny)
Less budget == foors in your building :(
Re:obvious (Score:3, Funny)
No security can withstand the incredible power of having huge balls.