IT Scorecard
Last week I posted about our Communications Scorecard. This week I thought I’d share the IT Scorecard. Most of this card is focused on our work requests. We’d love to add more to this card overtime, so if you have any ideas…
Just like the Communications Scorecard, we now have 2 quarters of data so we can start to see some trends. I’d really proud of the team that we have been able to reduce the average days a request is open by 47%. That’s a really significant change. Most of this change can be attributed to making the data more available. It really changes the way you look at requests. When I get new requests I prioritize them higher as I know each impacts the metric. It almost makes the requests a game.
There’s two new metrics we added to the scorecard this quarter (they have a value of q2). The first will track how many requests are closed by volunteers. We now have 5 volunteers who come in during the week. Our goal is to get them to work on as many tickets as possible to free us up for more projects. I can’t wait to see how many we can assign to volunteers this quarter!
The second metric will be the number of impact outages. These are all outages that occur during normal office / service hours. Things like servers that have to be rebooted during the work day, phone system drops, etc. Many of these we don’t have control over (like when Qwest’s PRI had issues last week) but some we can eliminate by smarter maintenance and thoughtful root cause analysis. This number may be too low to really matter, but we’ll see.
With no further delay… here’s the link.