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11
Gateway Chapter
SLA’s, Metrics & SLA’s, Metrics & Reporting…Reporting…
OH MY!OH MY!
Craig Davis
Gateway Chapter
22
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.
33
Gateway Chapter
Call MetricsCall Metrics
44
Gateway Chapter
E-mail MetricsE-mail Metrics
55
Gateway Chapter
First Call ResolutionFirst Call Resolution
66
Gateway Chapter
Cost Per IncidentCost Per Incident
77
Gateway Chapter
What Are Best Practices?What Are Best Practices?
Book: Measuring ITIL, by Book: Measuring ITIL, by Randy SteinbergRandy Steinberg
88
Gateway Chapter
Service Desk MetricsService Desk Metrics
99
Gateway Chapter
Why These Metrics MatterWhy These Metrics Matter
1010
Gateway Chapter
Incident Management MetricsIncident Management Metrics
1111
Gateway Chapter
Why These Why These MatterMatter
1212
Gateway Chapter
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
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