I agree wholeheartedly, and so does my management. I was just looking
for a place to start. I hoping to rely on something that was system
populated with no user intervention required.
Thanks
Kyle
Candace DeCou wrote:
You know the problem with performance metrics is that the diff between
Assigned and Resolved time doesn't necessarily reflect the real amount
of time that it takes a tech to work a ticket. We try very hard to get
our techs to actually fill in the Time Spent fields (on Help Desk case
form) since that gives us a better overall view into how long specific
types of cases take to resolve. All my management reports now include
the Total Time Spent field and it is used to gauge the amount of time
our 1st, 2nd and 3rd level support are spending working issue types. At
a minimum, you are on the right track; but it always fails in the end
because techs get a ticket (Assigned), may or may not work it
immediately, spend some time on it, then eventually Resolve it. So the
real metric you are capturing is only how long a ticket was opened
before it was resolved, not the real time it takes a tech to work an
issue.
Just my humble opinion, but hope it helps.
:)
Candace
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kyle Whitley
Sent: Tuesday, January 02, 2007 11:06 AM
To: [email protected]
Subject: Perfomance Metrics - How do measure this?
I am in the need of creating/gathering some performance metrics (time
spent from assignment to resolution) for a support group. I was
wondering how you might do this. I think I could use the Assigned and
Resolved time and take a difference of those field values, or possibly
look at the Status History values of Assigned and Resolved as well.
What does everyone else do? Bye the way I would rather use something
that is already there instead creating some custom counter to keep track
of this, though that is an option. I am using Helpdesk 6.0.
Thanks
Kyle
ARS 6.3
HD 6.0
--
Kyle Whitley
IT System Support Professional
Office of Information and Instructional Technology (OIIT)
Board of Regents of the University System of Georgia
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