What I personally do, as best I can, is to try and evaluate how well the IT team serves business goals. I can't necessarily know everybody's business goals, so the target is to serve end users' goals.
I survey the user population, with questions like "Please rate the importance of support during business-hours to meet your goals" "Please rate the quality of support you receive during business hours" "Please rate the importance of off-hours support to meet your goals" "Please rate the quality of support you receive off-hours" "Please rate the importance of your laptop hardware to doing your job" "Please rate the quality of your laptop hardware" And so on. So we can identify areas that need improvement, by looking for disparity between something's importance and quality. The IT people must also complete the survey. This way, it's not purely a users-get-everything love fest at the expense of security. Because the IT peoples' job goals include security. The easy mistake to make is to look at all the results of the survey and assume that outliers are unimportant. "Well, on average, users said the importance of laptop hardware matched the quality of laptop hardware," but there's that one VP of Sales who feels his laptop is negatively impacting his job goals. This is an important bit of information, that needs attention. Whoever reports a disparity must receive attention, and not just as an outlier. From: discuss-boun...@lopsa.org [mailto:discuss-boun...@lopsa.org] On Behalf Of Bryan Ramirez Sent: Friday, December 04, 2009 10:27 AM To: Discuss@lopsa.org Subject: [lopsa-discuss] Measuring sysadmin performance Moving this over to this mailing list... My boss was asked to come up with metrics by which to measure how much/well his team is working. I have some ideas, but without much time to think about it and without much experience with such things, I'm afraid of creating bad incentives (closing tickets fast, making everything into a ticket, covering up problems..). Does anyone have a set of metrics that they use to "measure" the work of a sysadmin team that they like? Do they have metrics that they don't like? Why? Thanks, Bryan
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