IS&T Measures Redevelopment 2009
May 2009 -- the Help Desk
June 2009 -- IS&T RT-ticket Client Satisfaction Surveys
Aug 2009 -- Measures Architecture 2009
The material below the line is more or less archival. Renewed attention to the measures process in Client Support Services as part of the CSS 2.0 reorganization in late FY2009, is documented above.
IS&T Measures 2007
As an initial effort for FY2006,. IS&T developed a public-facing measures site at http://ist.mit.edu/about/measures. It has been sustained on a quarterly basis since then.
Beginning in March 2007, the dashboards used as the Voice of the Process within IS&T Support teams are posted here (they were emailed around before).
For Fy2007, substantial new developments in measuring and recording within OIS and elsewhere inspire us to re-engineer the measures we collect and display. This wiki is our working repository of plans for what to do and how to do it.
Measures Frameworks
- See Carnegie Mellon Software Engineering Institute Measures Taxonomy.
- IS&T Measures wiki from 2006 - it has much of our prior planning in it.
- Other University equivalent client-facing metrics page.
- Stanford -- http://www.stanford.edu/services/itmetrics/
- Utah -- http://www.it.utah.edu/services/helpDesk/metrics.html
- Georgia has more of a framework than actual pages I can see, but it's good stuff -- http://www.eits.uga.edu/page.php?l=2&c=PLAN
- Notre Dame -- http://www.nd.edu/~ndoit/about/itmetrics/index.shtml
- American University -- http://www.american.edu/technology/sites/helpdesk/section.cfm?id=271
- Emory University -- http://it.emory.edu/showdoc.cfm?docid=7609
- Case Western -- have 50 measures available to community. See http://www.case.edu/cgi-bin/dashboard/graph
IS&T Measures
- the existing effort at public-facing measures for FY2006 - http://web.mit.edu/measures
- A redo-the-kitchen view of measures for fy2007.
- the IST wiki page on the Measures effort. It is going to be frozen there and reinstated here in this wiki.
- An MIT-only view of the OIS RRD graphing tool, cacti -- https://whos-there.mit.edu/cacti/graph_view.php
Project Planning
- Measures Framework (mid-FY06)
- Public-Facing Measures for IS&T (mid-FY07) --
- Measures for Managers in IS&T
- Cost of IT 2006