just noticed this... On Thu, 28 May 2009, Tom Limoncelli wrote: > 1. 90% of all tickets will be closed in 3 days (measure the number of > tickets that are older than 3 days)
ticketing metrics and team metrics in general produce teams that are good at meeting those metrics. most operational teams define their metrics in terms of things like closing tickets quickly and as a result they tend to not fix underlying problems (a difficult and time consuming thing to do, but which pays off much better than simply closing the same tickets over and over again every month/week/day/hour ad infinitum). i've been thinking that having scrum meetings once a month where projects for the month are assigned storypoints and those are burned down and the rate of storypoint burndown could be tracked would give more incentive to getting projects completed as compared to just closing tickets all the time... i'm not sure that all of scrum maps well on system administration, but that part might help... _______________________________________________ Discuss mailing list [email protected] http://lopsa.org/cgi-bin/mailman/listinfo/discuss This list provided by the League of Professional System Administrators http://lopsa.org/
