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Monday, May 27, 2013

What should we measure in our technology departments?


It is very easy to assume things are working well and that our IT departments are functioning excellently.  But if we really want to confirm that, what metrics should we measure?

There may not be a one size fits all answer on this, as there are so many variables in the equation, but ultimately there are a few key things that most of us should be tracking, to help us gauge workloads, productivity, and customer satisfaction.

At the core of many IT departments, sits a help or service desk. If we don’t have a handle on these numbers, then that is the place to start.  The service desk is a window into our IT operations that can shed a lot of light on our operations.  

There are lots of things to measure – time to resolution, technician workload, technician efficiency, recurring problems, and more.  Most of us strive to turn around trouble tickets as fast as we can, while at the same time making sure the customer is satisfied and received excellent service.    So I would start with measuring these numbers.   If you do not have a way to measure customer satisfaction with work performed, then it may be time to shop for a new help desk.

Going over these numbers regularly with your managers and staff helps promote an efficient service oriented operation.   If staff is thinking about how their work is perceived by customers, then they are likely to provide better service.  Bad service ratings and customer satisfaction may be meaningful indicators of a serious IT problem that is not resolved, or they may indicate an overworked staff or even possibly show an employee issue that needs to be addressed.

At the end of the day, tracking many of these service desk related metrics should help us better understand the work our staff is performing and hopefully allow us to improve our operations and our customer service.