Thursday, September 4, 2008

Analytics and Metrics for Help Desk Personnel

ITIL Alternatives
The British Educational Communications and Technology Agency (BECTA) has developed the Framework for ICT Technical Support (FITS) and is based on ITIL, but it is slimmed down for UK primary and secondary schools (which often have very small IT departments).

Becta Schools
Internal metrics

Internal metrics are to manage the processes and should indicate any
issues internal to ICT that may have an impact on service delivery.

Example internal metrics:

* Availability of individual components such as routers and servers - used to calculate service availability
* Breakdown of time taken by each participant in the life cycle of
an incident
* Breakdown of time taken in each step of the life cycle of an incident
* Percentage of incidents resolved by the service desk in a given period
* Number of changes approved in a given period Number of changes rejected in a given period
* Length of meetings when considering change and trend over time
* Number of changes resubmitted following failure during testing

Becta Schools
External metrics

External metrics are to measure service delivery and should indicate any issues that may be causing a detrimental impact on users of the ICT services.

Example external metrics:

* Length of time elapsed between identifying an incident and resolving it
* Number of calls logged in a given period
* Number of calls logged in a given period sorted by priority
* Number of calls logged in a given period sorted by category
* Number of changes implemented in a given period
* Number of successful changes in a given period
* Number of failed changes in a given period
* Availability of ICT services

Now to apply these metrics to our chosen helpdesk application, BMC's SDE product.