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An IT performance measurement case study Orrin Klopper Netsurit
Balance
<ul><li>6 big mistakes we made </li></ul>
Top grading
Best practice obsession
Performance based pay
Systems management
Ticketing
Quality control
TTV™
Performance measurement
Efficiency
Client care average
SLA – response time
SLA – resolution time
Did we do it right?
Client ticket rating
Average hold time in seconds
Balance
Plans going forward <ul><li>Drive ITIL wins </li></ul><ul><li>Increase efficiency  </li></ul><ul><li>ISO 20 000 target Feb...
Thank You Questions?
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Orrin Klopper

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Doing More With Less

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Orrin Klopper

  1. 1. An IT performance measurement case study Orrin Klopper Netsurit
  2. 2. Balance
  3. 3. <ul><li>6 big mistakes we made </li></ul>
  4. 4. Top grading
  5. 5. Best practice obsession
  6. 6. Performance based pay
  7. 7. Systems management
  8. 8. Ticketing
  9. 9. Quality control
  10. 10. TTV™
  11. 11. Performance measurement
  12. 12. Efficiency
  13. 13. Client care average
  14. 14. SLA – response time
  15. 15. SLA – resolution time
  16. 16. Did we do it right?
  17. 17. Client ticket rating
  18. 18. Average hold time in seconds
  19. 19. Balance
  20. 20. Plans going forward <ul><li>Drive ITIL wins </li></ul><ul><li>Increase efficiency </li></ul><ul><li>ISO 20 000 target Feb 28 2012 </li></ul><ul><li>Maximise automation </li></ul><ul><li>Focus on our people </li></ul><ul><li>Have fun </li></ul>
  21. 21. Thank You Questions?

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