Copyright Aaron Rothberg 2005 This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial,

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A Successful Help Desk Process for all IT Support

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Copyright Aaron Rothberg 2005 This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.

Metrics, Shmetrics: What Are They Good For? Aaron Rothberg Keene State College

Metrics, Shmetrics Defined and Applied Science or Art? Keene State What next?

Keene State College State Public Liberal Arts College Part of the university system of NH 400 Faculty, 300 Staff, 5000 students (2250 on-campus) IT Budget of ~5M (projected for 2005) 5% of college budget 30 full-time staff

Technology Environment HEAT MS SQL MS Exchange Banner SCT Blackboard Datatel MS Site License

Metric: Defined Pronunciation: 'me-trik 1 : a standard of measurement

The Wall of Metrics

Metrics: Uses Cost Control/Growth Trend Analysis Resource Management Training Reward/Punishment Effectiveness Efficiencies

Metric Grid: Quality & Application Appropriate Useless Useful Inappropriate

Appropriate Useless Useful Inappropriate Smack the printer Anti-Smacker

Smack the printer Appropriate Useless Useful Inappropriate New Printer Anger Management

Time to Resolution Appropriate Useless Useful Inappropriate 10% bonus to move calls out of queue <7 days

Time to Resolution Appropriate Useless Useful Inappropriate Compare resolution time to previous quarter

Metrics: Science and Art

Customer Feedback 3 negative 1 positive 1300 Trouble Tickets

Metrics: Science and Art Hard Soft system uptime network uptime? # of customers satisfied customers? intercepted spam more productive users? # of MECs faculty more effective?

Metrics: Science

Metrics: Infrastructure Bandwidth 8 Mb26 Mb+225% Cat 5/6 in ResHalls15%20%+33% Cat 5/6 in Admin/Academic62%81%+30% Active data ports?4100 Media Enhanced Classrooms % Shared drive in use Fac/Staff020 Gb Printed pages main computer lab?380,000 Workstations, Fac/Staff % Workstations, student lab % Laptop, tenure-track5%50%+900%

Metrics: Services Circulation – library laptops 40514, % Course sections using Blackboard 0253 Fac attend Blackboard training % Faculty (unique) accessing BB 0110 Tuition payments via web(#/$$) 0/076/$188,000 Course registration via web ?70% MyKSC pages hits (avg/yr)1.21M( 0.63M prev yr)+92% Viruses detected via 150,587(23,708 prev yr)+535% Helpdesk calls9,742( 8,729 prev yr)+11.6%

Metrics: Cost Analysis Helpdesk trouble ticket:$61 ( expenses/tickets ) Helpdesk business hour:$169 ( expenses/hours ) CableTV:$6/mo Phone line:$13/mo Network jack:$14/mo  ChargeBack

Customer Service: Science Efficient Peer comparison Communicate to college Effective

Customer Service: Art Customer needs change (business -> technology) Customer expectations change (more tools -> better, faster) Technology changes

10 years ago web doesn’t work today

Today Banner is slow Banner SCT VPN

Where are we at? Efficient Hard metrics 4-year trends Peer comparison COPLAC (Council of Public Liberal Arts Colleges) EDUCAUSE Core Data Survey Communicate to college Remove false perceptions Effective Softer Metrics Core competencies (Proj Mgt, Tech skills, Cust Serv) Work-flow review Documenting processes (best practices, process improvement)

Metrics, Shmetrics: What Are They Good For? Aaron Rothberg Keene State College