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An IT performance measurement case study Orrin Klopper Netsurit

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An IT performance measurement case studyOrrin KlopperNetsurit

Balance

6 big mistakes we made

Top grading

Best practice obsession

http://www.houseofzing.com/book/view.html

Performance based pay

Systems management

Ticketing

Quality control

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

Plans going forward

• Drive ITIL wins• Increase efficiency • ISO 20 000 target Feb 28 2012• Maximise automation• Focus on our people• Have fun

Thank You

Questions?

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orrin klopper

Documents

performance based pay

quality control

systems management

best practice obsession

big mistakes

client ticket ratingaverage

peoplehave fun