From the course: IT Service Desk: Monitoring and Metrics Fundamentals
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Outcomes for monitoring
From the course: IT Service Desk: Monitoring and Metrics Fundamentals
Outcomes for monitoring
- [Instructor] Many customers I have worked with in the past create a lot of what seem to be good reports that contained pretty graphs that were then attached to a report that was forwarded to management once a week that management then took and completely ignored and filed in the same pile as last week's report, usually the wastepaper basket. Instead, we should be aiming provide management with clear business outcomes of what is occurring at the services level, how it is impacting the business and more importantly, to managers the effect on cost or profitability to the business. This cannot be achieved by simply showing basic counts of tickets over time or comparing last month's stats over this month's. In the last section, we came up with some clear ideas of what we might monitor and why we are monitoring it. To recap, these were I want to know the customer satisfaction so I can monitor the impact of changes made…
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