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Businesses have been using metrics to help justify their business processes for a number of years....

Businesses have been using metrics to help justify their business processes for a number of years. IT has also developed suggested metrics to help determine the effectiveness and efficiency of IT operations. What two metrics do you recommend businesses use to improve performance of their IT operations? How will these metrics improve performance? Consider adding comments that would further an argument for the activities listed.

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Answer #1

IT operations are all set of processes and services that are provided by the IT staff to their internal and external clients and also used by themselves. Various metrics are used to measure the efficiency of IT operations with in the business. The two most useful metrics are:

  1. Time to Acknowledgement / Time to Response- This is basically the time to takes a team to acknowledge and start working on the incident. Time to respond help identify which teams and individual are prepared for being on incident, hence it is important.
  2. Mean time to resolution- Time to resolution is an important standard for operational readiness. When an incident arises how long does it take for a team to resolve or fix the issue. It is important to make sure team can react quickly to all incident because downtime not only hurts revenue but also customer loyalty.
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