The Hub Commentary_

I tend to agree with Rachel, there is no secret set of standard metrics.  There are methods and classifications for services, but no one size fits all.  I will also add that measurements drive behavior as well and that I would offer caution in over measuring.

For instance, if the service desk gets measured for number of tickets completed, they tend to cherry pick and submit every conversation to garner more points.  Counting time for application groups turns each non-developing task into something that requires planning.  All of this again leads to measuring IT and technology rather than the services driving the business.

As we’ve discussed in many articles and as Rachel too points out, it’s more about the value, action and method of measuring services and performance than technology metrics.

How are you measuring your IT – technology or services?

Michele

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ne thing that I’ve found in common across infrastructure and operations groups of all shapes and sizes is that they are continually searching for the ideal set of key performance indicators. A set of metrics that perfectly measures their infrastructure, demonstrates the excellence of their operations, but are still simple and cheap to collect.  (Read Full Article…)