Management wants to be able to track employees productivity and their performance to use in periodic employee evaluations. Performance improvements can lead to keeping your job, bonuses, and pay increases, where declines in performance lead to pay decreases, black marks in your HR file, and possibly losing your job. When accurate metrics are used in evaluations, they can be beneficial to the organization and individual.
One type of metric is the Service Level Agreement, or SLA. This defines how IT, as a group, is going to respond to the issue that a user reports. Some organizations define the SLA to be the time it takes to resolve the issue. While some issues can be resolved quickly, like a password change, other issues can take a long time to diagnose and correct. The SLA can also be measured by how long it takes for the initial response to the request. While I believe this is a better metric than time to resolution, this can be abused. The person assigned the ticket can easily make initial contact but not make any progress in diagnosing or resolving the issue.
Another metric is customer satisfaction. One way of getting this metric is using surveys sent to the requestor after the issue is resolved. Not all surveys make it to their destination and if they do, many get ignored or deleted. The questions on surveys are written in multiple choice for easy analysis, but don’t really provide much for collecting real feedback from the requestor. If an issue was handled by multiple people, then who does the survey reflect upon and does the requestor realize this.
Managers want to know how well their employees are doing and a way to accurately measure the employee. Ticketing systems have some metrics that can be used to track how well employees are doing. How do you accurately measure employees, in particular Help Desk employees? What are the metrics that really matter? Can all of these metrics be tracked in one system? How would you like to be measured?