The Quest For The Holy Grail: The 5 Best Metrics For Your Team (1 Of A 2-Part Series)

By Israel Lang, Executive Consultant, HTG Peer Groups

I was asked this month to provide you with the 5 Best Metrics for Service Delivery Management. That task is pretty easy. I would guess that given an hour or so, I could probably give you 40 important metrics.

In fact, I know I could because a few years ago I led a discussion on this very topic with about 50 other very smart service delivery managers, dispatchers, lead engineers, and other service executives from organizations of all sizes and maturity levels. We spent twenty minutes just brain dumping metrics that we thought were important. When we got done, we had four giant flip chart pages full with ideas. Many of which I couldn’t argue with as being important. At the time I stood back looked at our work and quietly shook my head.

I see this same largess of data in many of the organizations that we consult with on a regular basis. We walk into their service areas and they have their PSA systems, their daily reports, and their giant monitors with rotating numbers and charts.

During my time with the individual techs, I ask them some simple questions like how many open tickets do they have or how many tickets the team as whole has open. Most of the time I get blank stares back.

Please log in or register below to read the full article.