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