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  • 1.  Key Performance Metrics

    Posted 06-28-2022 05:10 PM
    Hello! I've been tasked with coming with performance metrics for our technology department. We want to look at the department as a whole and on an individual basis. What tools are you using to do this? What areas do you track, ie. network uptime, time spent on tickets (who, where, when), types of tickets, ect.?
    Thanks!
    #General

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    Jeremy King
    Director of Technology
    Casady School
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  • 2.  RE: Key Performance Metrics

    Posted 06-29-2022 04:33 AM
    The Info-Tech group has a pretty exhaustive list, some of which are beyond our capacity as small departments: https://www.tekedia.com/wp-content/uploads/2018/12/Info_Tech_Research_Group___IT_Metrics_Library.pdf

    I like that they try to measure innovation, something I strongly believe that our departments should focus on more. CoSN has some resources for that here: https://www.cosn.org/edtech-topics/driving-k-12-innovation/

    Along with your budgeting information, your ticketing system will be your best source of data - there should be some canned reports on time to closure, tickets per tech, etc. I also like getting year-over-year reports showing tickets by month or even by week - helps with planning and can sometimes be used to advocate for some temp help.

    I also want to know the spend on new equipment / services versus replacement / maintenance, not only as an indicator as innovation, but this can also point you towards expenses that are related to "just keeping the lights on", and possibly help identify equipment / services that you may no longer need.

    Finally, if you don't already do it, consider some form of satisfaction survey and track changes in that over the years. (I also like the quick response surveys that some ticketing systems can generate.)


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    Bill Freitas
    CTO
    Self-employed
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    Original Message


  • 3.  RE: Key Performance Metrics

    Posted 06-29-2022 11:45 AM
    Ticketing system what is that? As a team of 1.5 assigning all the tickets to myself has never felt great. Anyway, I definitely do surveys of both faculty and students on tech related issues. More basically I would say are your users complaining to their bosses that tech doesn't work, isn't fixed timely, or they don't know how to use stuff? I guess for me happy users mean I am doing my job.

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    Brian Hoyt
    French American School of Puget Sound
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    Original Message


  • 4.  RE: Key Performance Metrics

    Posted 06-29-2022 11:52 AM
    >More basically I would say are your users complaining to their bosses that tech doesn't work, isn't fixed timely, or they don't know how to use stuff?
    Well said!

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    Bill Freitas, CISSP, CETL
    CTO
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    Original Message


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