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An IT performance measurement case study Orrin Klopper Netsurit
An IT performance measurement case studyOrrin KlopperNetsurit
Balance
2
6 big mistakes we made
3
Top grading
4
Performance based pay
6
Systems management
7
Ticketing
8
Quality control
9
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
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Plans going forward
• Drive ITIL wins• Increase efficiency • ISO 20 000 target Feb 28 2012• Maximise automation• Focus on our people• Have fun
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Thank You
Questions?
