More Related Content Similar to ITPerformanceMeasurementStandards Similar to ITPerformanceMeasurementStandards (20) ITPerformanceMeasurementStandards4. Thanks to all our contributors
Name Institution
Richard Coffey Argonne National Laboratory
Mary Therese Durr Boston College
Matt Davidman CDW Government
Ronak Shah CDW Government
Pete Hoffswell Davenport University
Donna Petherbridge NC State University
Michael Budzik Purdue University
Kim IveyBourne The University of North Carolina at Greensboro
Joshua Jones University of North Dakota
Donald Padgett University of Notre Dame
Martin Klubeck University of Notre Dame
Michelle Sorensen University of Notre Dame
Paul Drake University of Notre Dame
5. Our Call To Action:
Six years ago members of the IT Metrics Constituent Group formed a notforprofit organization, Consortium
for the Establishment of IT Performance Standards (CEITPS) to create standards for how universities and
colleges measure IT Performance in Higher Ed. The idea was to allow higher education institutions to
compare their performance with other higher education institutions. This is not currently possible because
Higher Ed doesn't use the same language and the performance measures are not standardized.
During the EDUCAUSE Annual Conference 2015 (Indianapolis, IN October 2730th) members of CEITPS
plan to take a large step in creating those standards, culminating in publication. With the support of the
EDUCAUSE Annual Conference committee we'll have dedicated space for multiple working sessions for
creating standards. Over the course of two days (10/28 10/29) we will draft, review, edit, and finalize the
standards.
This first draft was created by attendees at the annual Educause Conference, 2015. As a result of our call
to action we succeeded at drafting 21 standards covering 7 focus areas. Those standards are documented
here for your review. We will publish these standards on Monday, Nov 9th, making them available for free to
the public. Your name and your institution will be listed as a contributor if you helped write a standard or if
you (during this week) provide feedback. Your input can be as little as supporting the submissions (tell us
they’re good to go) or as much as providing inputs on how to improve them. We need your feedback by
noon on Friday November 6th.
If you’d like to work on creating a new standard, there is still time. You should collaborate with at least two
others (if they are from your institution, they should have a different job focus). To access the drafts follow
this link. Note: After selecting the measure to work on, you may be locked in Google’s Preview mode. If you
are, click on the icon for “popout” and you should be able to edit.
It is highly recommended that you FIRST review the existing standards so you will become familiar with the
way they have been done and the tone, tenor, and pitch of the writing.
24. First Contact Resolution
Description: Percentage of customer’s needs met on first contact
Attributes
1. First Contact
“Any contact where a customer has reached out for IT support.” First contact is defined as
staying with the same team and not being handed off to another person or team. First contacts
can include email, FAX, phone call, text, chat, video chat, in person, sticky notes, social media,
memos, web request, autologger, etc. First Contact is the initial communication. If a contact
results in further contact or escalated contact, it does not qualify as a “first contact”
2. Resolution
The customer does not reopen contact for the same issue the customer’s need is satisfied.
This includes a confirmation by the customer that their issue is solved. No further follow through
is necessary.
Formula
The percentage of contacts that DO NOT require ANY further contacts to address the
customer’s issue. Contact resolved upon initial contact divided by total contacts.