I am currently interning at a company that puts much emphasis in IT. My assignment through the next couple months is to take our metrics in the BSC in Production Support and create productivity measurements from them, through some sort of math or algorithm, that tells the company if we are being productive or not. I currently found a good measurement through indexing SLAs and MTTRs and doing some other algorithms which tells us how well our service delivery is performing against the weights and baselines (in absence of ticket volume).
Now, I have moved on to the next set of metrics and am having a hard time quantifying them to any sort of measurement. Mainly involving number of incidents, development hours, monthly costs, volume of tickets, etc… I found an interesting cost per incident metric but it seems that it promotes bad business practice in the sense that if I want to lower my cost per incident all i have to do is increase my incidents.
Finally the question, does anyone have any experience or ideas working/converting metrics into more useful measurements?
