It is common for IT organizations to measure their performance based on IT metrics. They help you produce tangible results. However, overreliance on these can casues you to lose focus on project scope. In this article at Atlassian, Nikki Nguyen discusses 4 tips to manage and make the most of IT metrics.
Managing IT Metrics Like a Pro
Mishandled IT metrics are like meetings. Running between meetings give you less time to work on the lessons learned. Following are the 4 tips to manage and make the most of IT metrics:
Aligning IT Goals with Business Objectives: Has the customer care closed your ticket without addressing all your problems? It is quite a common scenario with the IT service desk. Often, their performance is based on the number of tickets closed. But organizations forget the essential goal of the business—customer satisfaction. If the IT metrics were focused more on customers, the agents would have addressed all your concerns. So, business suffers even after the IT team’s performance remains consistent. So, develop IT metrics that generate behavior to help the business grow.
Stakeholder-Based Metrics Reporting: Imagine if ten managers present ten slides and you must sit through all of them to find something useful. An IT manager is more interested in technical performance while a CTO wants a high-level report on project progress. Additional information can also increase confusion or raise unnecessary curiosity among stakeholders. Provide reports and include content in your presentation as per the stakeholder. This would allow stakeholders to understand what their role is.
Visualizing Reports: Excel spreadsheets are good for analyzing but do not help you explain better in meetings. Display the results of the IT metrics in a visual dashboard for better comprehension. It becomes easier to understand the context as well. Managers can showcase top challenges they are encountering as per the IT metrics and discuss solutions with the team. You can also compare previous performances by feeding historical data and finding out trends.
Maximizing Scorecards: Scorecards are easy to understand and highlights the major points. If required, you can go for an in-depth analysis. To indicate progress, use traffic light system—red for risk, yellow for caution, and green for good. Scorecards will work well as IT metrics if you maintain transparency. Mark everyone honestly as per the issues or wins.
To view the original article in full, click on the following link: https://www.atlassian.com/it-unplugged/itsm/successful-it-metrics-and-reporting