As the new year rolls around we all set personal goals, but we should also look at goals for IT support. There are four main areas to look at. To set your goals you should have accurate metrics to measure the performance of your support team. If you don’t have them, that said be your first goal.
Here are the goals to look at:
1) MTTR – MTTR stands for mean time to resolution and it measures the amount of time it takes you to fix a customer’s issue. You may have current goals that you meet, but look at setting new goals and drive efficiency to meet them. Remember, don’t sacrifice quality of service.
2) Hardware failures – The new year is a good time to start tracking your hardware failures. If you already do this, go ahead and look at the trends and take steps to address them. If a number of keyboards are failing look at changing vendors.
3) Skills development – It’s normal to assume that your team will take responsibility for developing their skills, but make sure you have something set in place to track this. Also, it’s a good time to review your training plans.
4) Project completion – This is the hardest to measure, so it takes the longest to goal set. You should look at how well you completed the projects by date and time.
2007 can be a great year for you and your team!
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