Published in dparadig.com
- How can I ensure that my technology resources are operating correctly?
- What happens if my own systems have problems?
- How prepared are you to solve problems?
Knowing the state of health of the company’s IT services is critical, thus the need to measure using the well-known KPI (Key Performance Indicator), but applied to the performance of the operations that support the business.
These indicators help to:
- That companies have a vision of the state of the business.
- Ensuring quality in operations.
- To know the areas in which the service should be improved.
What are the indicators for?
Trying to improve a company’s operation without knowing the current situation is like trying to navigate at sea without a compass. We can sail all day long, but if we don’t know where we are going, we will hardly get to port.
This is why the most renowned companies use different indicators related to the health of the IT operation as a guide. In this way, they identify and enhance their strengths and recognize their weaknesses in order to improve.
Indicators of the health of the technology park
There are a large number of indicators that provide insight into the quality of IT service, and areas for improvement. Here are 5 indicators that will allow you to measure the quality of your company’s technological system.
Availability of the technology park
In an ideal world, IT systems operate continuously and uninterrupted, and the company is able to provide a service 100% of the time. However, the reality is that, sooner or later, IT resources fail.
Knowing how much downtime exists can determine how long a company can continue to offer its service.
- Resource availability indicators.
- On-line time or uptime
- Mean time between failures (MTBF).
Average time to resolve an incident
Avoiding all problems in our IT estate is an impossible task, so the company must have protocols and guidelines to deal with them.
The indicators of the time required to resolve an incident inform the company about its capacity to deal with incidents that arise.
This indicator can be divided into 3 sub-indicators:
- Mean time to detect incidents (MTTD).
- Mean Time to Recognize Incident (MTTA)
- Mean Time to Repair Incident (MTTR).
3. Number of incidents generated
Another indicator to be managed is the number of incidents that occur in the company in a given period. A very high frequency of failures may indicate that there are problems in the company’s IT resources or in the way they are managed, allowing action to be taken to repair, modify or replace the resources.
The most busy indicators in this area are:
- Number of tickets in a certain period.
- Number of tickets related to recurring equipment errors.
- Number of tickets generated for the same problem.
4. IT ROI
The technology platform supports a large part of a company’s operation and, given this, is directly associated with business profits. Generating the greatest amount of profit while keeping IT costs low is critical to increasing a company’s profits.
Obtaining the ROI (return on investment) of IT, s can have the economic performance of digital services, ie, the contribution to the profit generated by IT services in relation to the investments you have made.
IT ROI is calculated as:
ROI = [(IT Benefits) – (IT Costs)] / (IT Costs)
Where:
IT Benefit = Savings on lost sales due to technological failures (website crashes, payment system/checkout problems, etc.). In addition to operational efficiency by maintaining overall systems (administration, logistics, etc.). Adding communication efficiency (messaging, users, incident management, etc.).
IT cost = Internal human resources within the technology area, plus investment in IT service providers.
5. End-user satisfaction
All the above indicators have a final purpose: to generate a quality service for the end user. If your customer feels that the service delivered does not correspond to the standard they expect, the company’s profits will be strongly affected. This is why knowing the level of user satisfaction with our product/service is the most important indicator that a company should manage.
There are multiple indicators that measure end-user satisfaction measurable by monitoring:
- Customer satisfaction with performance (APDEX).
- Network Promotion Score (NPS).
- Customer Satisfaction Scale (CSAT).
How can 24Cevent help me improve these indicators?
Knowing the state of the technology park is only the first part of the improvement process. The company must use these indicators to improve its operations and, in turn, increase the quality of its service. In this regard, 24Cevent offers several indicators related to the company’s incident management.
Firstly, the platform provides an indicator of the number of IT incidents that have occurred in the company, in a period of time of your choice. 24Cevent presents not only the total number of incidents, but also the distribution by service, resolving area, criticality, physical location, and several additional filters.
In addition, 24Cevent provides the average time it took the company to solve the problems during the period. Again, you can see the problem by area, service, or criticality of the incidents. It also allows you to see the percentage of incidents that have not yet been solved for each of our teams.
Finally, 24Cevent stores as an indicator the average incident recognition time: The system stores the total time from when the alert arrives in the system, until the responsible parties acknowledge receipt of the notification.
Want to know more about 24Cevent?
For more information visit the solution’s web site https://24cevent.com/
If you have questions or want to review the demo, you can directly arrange a call/meeting with our team for guidance.
