IT / Helpdesk Metrics?

By pimpp1184 ·
I was recently given the task by my manager to come up with IT metrics in terms of quantitative data which can be used for further analysis in determining how to improve the current IT structure (ex: response in help-desk calls, etc.) and to provide upper management with data which can potentially show them, for example, if new equipment needs to be purchased or if another IT team member needs to be hired to handle the volume of issues and/or projects.
While I have the basic knowledge as to what kind of metrics can be potentially used such as running reports from the help-desk system or more specifically:
1) Determine the volume of calls coming in and differentiate them in terms of the specific type of call
2) Determine the hardware failure rate
3) Types of projects assigned / on hold
4) Number of calls being assigned to which team member or better yet, the types of calls assigned to a specific team member

I was hoping if someone could direct me to certain websites (I've already checked out techrepublic and few other prominent IT websites) or if anyone has dealt with these kind of situations before and be able to provide me with some suggestions?


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