Wednesday, June 09, 2010

Metrics, Yo

I mentioned KPIs in October, 2009. We have not quit and have progressively added new areas. As of now we are currently measuring:

Managed Desktops
Managed Servers and Virtualization Ratio
Managed WAN Connections
Managed Network Devices
Average Outstanding Patches on All Windows Servers
Percentage of Servers with Standard Templated Documentation
Documented Average Server Age
Weighted and Averaged Certifications of Combined Operations Staff
IT Customer Satisfaction in Eight Categories
  1. Satisfaction
  2. Attitude
  3. Reliability
  4. Performance
  5. Response Time
  6. Resolution
  7. Visibility
  8. Alignment

Adjusted Operating Budget (ie. deferred items) vs. Actual OPEX Spending

This provides a clean snapshot into Infrastructure, Administration, Management, Employee Growth, and Financials. We have invested in an incredible tool for this called Excel and also leverage LanDesk, WSUS, Zenoss, SurveyMonkey, and a calculator. We report out monthly. At this point Customer Satisfaction is a random sampling quarterly.

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