Evaluating Managed Services Metrics (2 of 4)


This is a 4-part blog series covering metrics used in Managed Services engagements.  The previous blog discussed how the effective collection and use of metrics is critical in handling the delivery of Managed Services engagements.  Without knowing where you are, it is impossible to identify and track potential improvement opportunities.  In this post, I will discuss Snapshot measurements.  This metric gives an overview of all tickets as of a certain point in time or date range.

Metric

Description

Total by Status  ALL tickets that were opened, then segmented by current Status
Total by Priority  ALL tickets that were opened, then segmented by Priority
Time to Close by Priority  Breakdown of time to close tickets, then segmented by Priority

Total by Status

Experience has shown that organizations with more than 10% of the total tickets having an open status is an early warning sign of potential problems (understaffed team, etc.) and requires additional investigation.

Total by Priority

As you move up the Priority Level, there should be fewer tickets. Chaotic organizations that operate almost entirely in emergency mode will be heavily loaded with the highest priorities. This makes determining the REAL priority very difficult. This can be corrected by defining specific parameters for each of the different priorities.

Total to Close by Priority

This is one of my favorite set of metrics because it shows actual history, thus providing a great learning opportunity… “You can’t get better until you first know where you are”.  I like to show a separate metric for each priority broken into a range of durations (1 – 3 days, greater than 30 days, etc.) that it has taken to close a ticket. The higher priority the ticket, the faster it should be resolved. Example: Critical tickets should be an immediate focus thus the resolution time would expect to be minimal.

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