Metrics, KPIAs, and Quarterly Reports

Related Files

Monthly, we need to...

1.  Update Service Levels in the appropriate month's spreadsheet here.
   1. Mark Wachdorf runs a monthly report that pulls SharePoint data to populate the four Helpdesk Support metrics. These metrics will come from the Jira Service Desk when that system is put in place.
   2.  The remaining IT metrics are entered manually. Mark emails the administrators for response. IT is investigating the automation of this process using various monitoring software.
      1. The three Server / Network metrics are supplied by the ITOPS team
      2. The eleven Mission Critical Applications metrics are supplied by the application administrators.
   3. For any Service Levels not met, provide a reason in the "Comments" area of the spreadsheet.

Quarterly, we need to...

1.  Complete the quarterly reports that are located here.
   1. Add comments in the narrative section with interesting and important evolutions, events and achievements for IT in the past quarter. 
      1. Mark Wachdorf sends an email to the following IT staff for this narrative information:
         • Kent Behrends
         • Tina Cady
         • Marty Feldmann
         • Pedro Ceja
         • Catherine Wild
         • Dan Boulger
         • Tracey Ruff
   2. Data fields in the quarterly report should be pulled from the monthly Service Levels report, referenced above.

SharePoint Links

• KPIAs
• ISD Metrics
• Service Levels
• Quarterly Reports