SLA's, Metrics, Â Reporting Presentation
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1 Gateway Chapter SLA’s, Metrics & SLA’s, Metrics & Reporting… Reporting… OH MY! OH MY! Craig Davis Gateway Chapter
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Transcript of SLA's, Metrics, Â Reporting Presentation
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Gateway Chapter
SLA’s, Metrics & SLA’s, Metrics & Reporting…Reporting…
OH MY!OH MY!
Craig Davis
Gateway Chapter
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Gateway Chapter
So What Is Being Measured?So What Is Being Measured?
2009 HDI Practices & Salary Report2009 HDI Practices & Salary Report• Compilation of survey data from 1053 Compilation of survey data from 1053
respondents conducted May to July respondents conducted May to July 2009.2009.
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Call MetricsCall Metrics
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E-mail MetricsE-mail Metrics
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First Call ResolutionFirst Call Resolution
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Cost Per IncidentCost Per Incident
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What Are Best Practices?What Are Best Practices?
Book: Measuring ITIL, by Book: Measuring ITIL, by Randy SteinbergRandy Steinberg
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Service Desk MetricsService Desk Metrics
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Why These Metrics MatterWhy These Metrics Matter
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Incident Management MetricsIncident Management Metrics
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Why These Why These MatterMatter
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Panel DiscussionPanel Discussion
David Kempfer, ScottradeDavid Kempfer, Scottrade Matt Reisch, TechnisourceMatt Reisch, Technisource Mike Bell, Enterprise HoldingsMike Bell, Enterprise Holdings Cheryl Force, MonsantoCheryl Force, Monsanto
