IT DOR Measures
In: ZAP
12 Jun 2006We’re thinking of changing what we include on our DOR board. Below are current measures and some possible future measures. Please post comments or additional measures. We’ll discuss them at the next huddle.
Current DOR Measures:
Prepared?
4-On-Site
# Attending IT Classes
Clean & Tidy
New Geek Find
Average Resolution Time
Tickets Open at End of Week
Ticket of the Week
Opened Tickets
Closed Tickets
# New KB Articles
Closing Efficiency (%)
Possible DOR Measures:
Service Innovations
Codes Red & Green
Finance – Budget/Actual
Machine Age
Total Accounts
Fitness
X-tra Miles
Backups
Server Up Time
Firewall
Viruses
Spam
Happiness
Classes Attended (by IT)
PDP
Tea
Office Improvements
Comment Form
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10 Responses to IT DOR Measures
JoeG
June 13th, 2006 at 11:05 am
I’d like to see the Prepared? and Clean & Tidy lines removed. I like all our other existing lines, especially Ticket of the Week.
Adding things like happiness/fitness would be cool. ZingTrain does a similar thing, measuring their balance between work and home.
I also like measuring accounts, either total accounts or new accounts created.
Elph
June 15th, 2006 at 4:40 pm
Thinking about our sidelining of measures in the zingnet meeting today I wonder if there is a way to integrate ‘measures’ that are more like snapshots. Like current user count. The number does not reflect on our success – we have no contribution to it. But it is an interesting number. Maybe a dashboard analogy. What other measures would we fit in to a dashboard sidebar? Spam count? Machine Age? We have little affect on those. Days since last network outage?
Elph
June 15th, 2006 at 4:43 pm
Tea.
I’m thinking something like 52 weeks of tea. We play one tea for Mon and Fri of the week (the other days are free for alls). We are on rotation for being the tea master. The tea master must find out all they can about the tea and communicate it to the rest of us by the time of our Friday meeting, perhaps on the blog. We add tasting notes on Friday. Or something like that.
Elph
June 15th, 2006 at 4:51 pm
I like a fitness line. (shock) Perhaps something that we all agree on doing as one thing or everyone picks their own thing and the focus is in showing improvement.
I like classes attended by IT staff. Since we are aiming at getting certified to teach finance classes maybe changing the Attending Classes to # of Students Taught.
I’d like to get the Finance budget/actual thing going next year. Or maybe some other financial measure.
Backup failures. Counted and reported.
Billie
June 15th, 2006 at 5:43 pm
The dashboard idea is cool. Non-trending type stuff could go there. Like Ticket of the Week, Geek Find, Total Accounts, Tea.
I vote for:
1. Finance. If we’re all going to be finance experts, we should know how to manage our home budget.
2. Classes/tastings/dinners/seminars attended.
3. Fitness. Monthly targets? Like for one month, we forecast the # of chin-ups by the IT department. Or # of hours doing cardio. Or we all get a pedometer.
4. Code Green/Red. This will encourage us to write them up more.
5. Check-ups. How many machines were cleaned per week? Something to do with performing maintenance work.
6. Happy Geek Meter. This could be as simple as rating your stress levels at the end of the week.
Elph
June 15th, 2006 at 9:00 pm
We have to narrow down to 10. Maybe 12. It would be great if everyone could pick their top 10 with a bonus 2 (in rough order of preference.)
The DOR measure should be something that represents our effectiveness – something that we have an effect on, or is an indicator of the health of the organization that we can somehow influence.
Let’s list dashboard stuff separately.
Elph
June 15th, 2006 at 9:24 pm
Elph’s Top 10
1. Average Resolution Time
2. Ticket Closing Efficiency
3. Financial Budget/Actual
4. Codes Red/Green
5. 4-On-Site Completed
6. # Students Taught
7. # Classes/tastings/dinners/seminars attended by IT staff
8. # Opened tickets
9. # New Knowledgebase articles
10. Fitness
11. Happiness
12. Backup Failures
Non-trending dashboard snapshots
New Geek Find
Ticket of the Week
Machine Age
Total # of Accounts
Tea Expertise
Service Innovation of the Month
JoeG
June 16th, 2006 at 9:10 am
TOP 10:
1. Average Resolution Time
2. Ticket Closing Efficiency
3. Opened tickets
4. New Knowledgebase articles
5. Students Taught
6. Classes,etc. attended by IT staff
7. Financial Budget/Actual
8. 4-On-Site Completed
9. Happiness
10. Backup Failures
11. Codes Red/Green
Dashboard items:
1. Ticket of the Week
2. Geek Find
Billie
June 16th, 2006 at 9:42 am
TOP 10:
1. Average Resolution Time
2. Ticket Closing Efficiency
3. # Opened tickets
4. # New Knowledgebase articles
5. Financial Budget/Actual
6. Classes,etc. attended by IT staff
7. Students Taught
8. 4-On-Site Completed
9. Codes Red/Green
10. Happiness
Dashboard items:
New Geek Find
Ticket of the Week
Machine Age
Total # of Accounts
RP Game Running Score
IT (ZingNet) Survey
JoeG
June 16th, 2006 at 10:41 am
I second the RP Game dashboard item