KPI's etc

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Just interested to know what KPI's you/your company monitors and whether they get taken any notice of ?

Do you monitor as you're in an ITIL environment or not in ITIL and monitor for other reasons ?

(Bit of research work for Uni)

 

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We monitor how quickly our first line staff answer the phone, how many calls they take are closed by themselves, if the call gets passed onto a 2nd line team how many calls breach the 2 hour call-back period we have to make contact with them. How many complaints we get as a ratio of number of calls logged, how long escalated calls go on for (ie, ones where say a link is down between site A and B).

I don't monitor them, but my company does as far as I'm aware because the end-customer wants them to rather than its an ITIL environment.

 

So more about service provision than anything else ?

Are you using KPI's for things like staff ratios, system uptime etc ?

What about broadband service provision ?

 

Yes - for us its about what deliverables are we set against by the customer - staff ratios - definitely not
System uptime - yes - but what tends to happen is the company is so unsure that we, as a whole company (500+ staff) can achieve it the figures not only get massaged they actually tell us how to circumvent them entirely! I've complained about this process and how it does not represent anything and the answer I've got is "my boss asked me to do it, so can you" and that goes all the way to the top!

Broadband - not for internet access, but linking different sites together we monitor those, how long they are down for, how long to repair, cause of outage, type of impact on user/number of users/location of users.

 

Thanks m8, that's a big help and also seems to bear out what I've found talking to others

 

no probs mate anytime

 

KPIs? we don't need no stinkin KPI's

I avoid most of that corporate managerial bull**** wherever pos

My staff do their job, and don't piss off our clients, then its a job well done
I get calls about how good they are, they are rewarded
i get complains, they are bitchslapped