It is important to measure both the actual service that is delivered to users
(external metrics ) and
the effectiveness of processes used by technical support in this delivery (internal metrics). This is
to give visibility of current performance and identify potential issues and improvements that could be
made.
Measurements must be relevant and consistent for them to be worthwhile and implementing
processes without measurements lacks focus and control. It is better to take one or two accurate
and useful measurements than several of dubious value or integrity.
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What are
measurements for?
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- To help you understand the level of service that is being
provided
- To enable you to make continuous improvements
- For sharing with ICT users - whether you are proud of them
or not!
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What do you do with
measurements?
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- Analyse them
- Monitor trends and investigate variances
- Use them as the basis for asking questions
- Make decisions taking the answers into account
- Know what they mean
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What don't you do with
measurements?
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- Take them at face value
- Ignore them
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Use measurements but remember that the ICT user will judge performance on perception, not hard
facts. You may be able to prove that a service was available 95% of the time but if an ICT user
rings the Service Desk and the telephone wasn’t answered their perception of the service will be
poor. Similarly the ICT user does not suddenly become unhappy with the service if the telephone
is answered in 6 rings instead of a target of 5 or the average number of calls resolved at the first
attempt decreases from 50% to 40%.
All types of customer, not just ICT users, are affected by their interaction with people and whether
the attitude and care they received was appropriate at their time of need. It is impossible to
measure but it is vital to take into account the importance of customer care as well as the provision
of statistical information. Do your very best for customers at all times, not just the minimum
required to meet statistical targets.
There is specific information about suitable measurements in each FITS process section along with
guidance and tools designed to help you start to measure performance.
