Lamont Granquist wrote: > just noticed this... > > On Thu, 28 May 2009, Tom Limoncelli wrote: >> 1. 90% of all tickets will be closed in 3 days (measure the number of >> tickets that are older than 3 days) > > ticketing metrics and team metrics in general produce teams that are good > at meeting those metrics. most operational teams define their metrics in > terms of things like closing tickets quickly and as a result they tend to > not fix underlying problems (a difficult and time consuming thing to do, > but which pays off much better than simply closing the same tickets over > and over again every month/week/day/hour ad infinitum).
Agreed. That's why it is critical to choose metrics that are meaningful and correspond to what you're trying to accomplish :-) *Simplistic* ticket closing metrics will lead to exactly what you're describing. Simple metrics are often chosen because they are simple to implement and simple to understand, not because they will lead to the desired result. A better metric would be more complex, perhaps something like this: 1. 90% of Service Request* tickets will be closed within three days. 2. All remaining tickets will be referred to Engineering as "System Enhancement" tickets within 3 days. 3. At least 90% of referred tickets will be acceptable to Engineering as System Enhancements. This ensures that simple tickets are handled quickly, -or- are recognized as non-simple tickets and referred to engineering. It also has a check in that you don't have too many tickets "kicked to engineering" that shouldn't have been, just to meet the other metrics. More complex, time consuming and expensive to measure, but more likely closer to what you're trying to accomplish. > i've been thinking that having scrum meetings once a month where projects > for the month are assigned storypoints and those are burned down and the > rate of storypoint burndown could be tracked would give more incentive to > getting projects completed as compared to just closing tickets all the > time... i'm not sure that all of scrum maps well on system > administration, but that part might help... What's a "storypoint"? I'm intrigued. Is this a milestone-like thing? Or an agile thing I haven't seen before? * Service Requests are well-defined, "day to day" requests, such as password resets, desktop VLAN changes, etc. (ITIL-ish definition). _______________________________________________ Discuss mailing list [email protected] http://lopsa.org/cgi-bin/mailman/listinfo/discuss This list provided by the League of Professional System Administrators http://lopsa.org/
