Companies are increasingly focusing on capturing IT metrics as they become more dependent technology as a core part of their business. Digital transformation does not happen on its own.
A recent article on CIO.com highlights 12 critical metrics for IT success. These include incident tracking, SLAs, project delivery, and even employee attrition. These are all good metrics to track so you can stay on top of the trends, improve your IT delivery and strive to meet the goals you set.
At NG2, we also track key metrics which include important items like:
- First contact resolution
- Average time per ticket
- Average ticket duration (from open to close)
- Customer satisfaction
- And many more
But the most important aspect of tracking these metrics are what you do with them. If they are used for a checkbox to show you are tracking and that the trend is improving, that is only half the battle. You need to determine how you will use the metrics to put actions, technology or processes in place that make substantive impacts on your business.
Let’s walk through 3 examples of how we apply the data we track to help our client’s businesses.
1) Predictive analysis to improve productivity
Monitoring performance of systems over time allows us to predict when those systems may hit their maximum capacity or the end of their useful life. This is important so we can proactively budget and plan for changing out systems, rather than react to a crash and experience downtime and unplanned expenses. If we proactively replace systems before they fail, we can keep systems from being down and creating a loss of productivity.
2) Identify pain points that could go unnoticed
Monitoring trending ticket data by looking at total volume and/or total work time allows us to take a more global look at issues within a customer’s environment. Repeat issues cause end-users frustration and often times they go unnoticed on a small scale or timeline. When we step back and look at a client’s ticket data over a month’s time and from a more global perspective, we can easily identify these issues and bring them up for resolution.
3) Make recommendations to solve root cause problems
By tracking the volume of the different types of incidents coming into the service desk, we can spot trends of repeat issues or certain systems that may be problematic. If multiple incidents come in for the same system, there may be an underlying problem that can be solved to eliminate the incidents entirely. When we identify reoccurring issues in an environment, that information goes to our L2 and L3 technical teams where they brainstorm and come up with solutions to solve the underlying problem.
Adding the analysis and recommendations for our clients enable us to be proactive, continuously improve our service delivery and ultimately provide continuity of service for their end-users.
Dan Grady (here’s my LinkedIn)
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