Metrics are a perpetually popular topic at HDI. Metrics differences, metrics averages, metrics usage—all are interesting to us because we are such a metrics-driven industry. Metrics help us staff at the correct levels, show that we’ve improved (or not), and help keep us on track…when they are used properly.
Sometimes, though, we can get metrics-happy, and collect (and report) data that doesn’t have real impact or doesn’t show our value. And sometimes, we aren’t getting our message across simply because of the way we report our metrics.
This #HDIchat explored what’s being reported to management, how it’s being reported, and whether or not there’s something that can be dropped out of the reporting. Does it matter if the management is in a different location? Are there some senior managers who just don’t want to see metrics? Which matters more, the numbers or the story behind them?
Read on and learn what your peers are thinking.
Join us again this Friday, for our
Roy Atkinson is HDI's senior writer/analyst, acting as in-house subject matter expert and chief writer for SupportWorld articles and white papers. In addition to being a member of the HDI International Certification Standards Committee and the HDI Desktop Support Advisory Board, Roy is a popular speaker at HDI conferences and is well known to HDI local chapter audiences. His background is in both service desk and desktop support as well as small-business consulting. Roy is highly rated on social media, especially on the topics of IT service management and customer service. He is a cohost of the very popular #custserv (customer service) chat on Twitter, which celebrated its fifth anniversary on December 9, 2014. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter @HDI_Analyst and @RoyAtkinson.