I think it would be a great service if we offer more IT classes. The ones we have right now are pretty basic and getting kinda tired. I love that we’re going to have an Advanced Excel class. We should also think about working on advanced versions of our other classes. And maybe a new basic web devt / HTML class.

Average Resolution Time
The average time it takes us to close a ticket after it’s been submitted to the Help Desk. Plan is 2 days resolution time. Measured weekly.
Closing Efficiency
The number of closed tickets (x) divided by the sum of closed tickets and tickets open at the end of the week (y). x/(x+y) = %

This tells us how good we are doing at handling the flow of issues coming through the pipeline. For example, a typical week starts with 10 tickets still open, about 30 new ones come in, we close 5 of the old tickets and 25 of the new ones, leaving 10 tickets still open. 30/30+10=75% A bad week would be only closing 20 tickets, or getting 50 new ones in and only closing 30 - both cases would give us a 50% closing efficiency.

Plan is 75%

Finance: Budget/Actual

With each monthly close of the numbers we will calculate how much we have spent in the IT budget to this months plan. The number will appear as a postive or negative dollar figure. Plan is $0.

Code Reds/Greens
Number of code reds and greens written/received in a week. Adding this to the DOR will help us write more of each. Plan is 2 each per week.
4 On-Site
Each IT member picks a business to spend at least 4 hours at during the week. Measure is number of on-sites completed. With 5 staff our plan is 5 per week.
Students Taught
The number of students attending IT classes. Plan is 1 per week
Classes Attended
The number of classes, tastings, dinners, seminars, etc., attended by IT staff. Plan is 1 per week.
Tickets Opened
The number of tickets opened during each week. Plan is 30 per week
New KB Articles
The number of new Knowledge Base articles written. Creates a reference section for both IT and ‘CoBbers to find answers to computing problems. Plan is 2 per week.
Back-up Failures
The number of preventable errors and failures of our back-up systems. Measuring this will help keep the number low and our back-ups successful. With the dozen or so systems we are monitoring and their inherent instability we have a weekly plan for 2.
– DOR DASHBOARD ITEMS –

Dashboard items are interesting bits we’d like to track on the side of our DOR board.

Geek Find New tech toys, gadgets, and whoseywhatsits to share info on at our weekly DOR huddle
Ticket of the Week Some tickets stand out more than others and we like to recognize those that do.

Total # of Accounts As a gross measure of the scale of Zing IT we will keep a monthly tab on number of user accounts.
Tea Expertise New knowledge, teas, paraphernalia, etc., picked up by the I.T(ea). department.

New Service Innovation A monthly focus on a new way to provide outstanding service to our customers
IT Survey Score The quarterly IT survey scores.

Backup watch Every week we rotate who monitors all the backups in the ZCoB and reports back during the DOR huddle

Virus Watch Every week we rotate who checks in on the virus protection server to tweak, fix, and update.

We’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