I believe that management higher up the chain is asking my manager for a way to evaluate the performance of his team as a whole, not individual members. We do have SLAs that we must meet, and I agree, that's a perfect place to start. My impression is that they're looking for more quantitative measures than qualitative, but I'm sure that meaningful metrics of any sort would be welcome.
So, for "infrastructure maintenance" it sounds like going to your SLAs and seeing how happy your customers are is probably going to give you the most meaningful basis of measurement. How about project work? Do you set up milestones and timelines? How flexible do you need to be? To me, I think measuring performance in this area is very different than measuring how well you maintain a working environment. Are there any other scenarios that need to be considered other than "maintenance" and "projects"? -Bryan
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