Page History

Public Facing Measures 

IS&T publishes to the world a selected set of measures at http://ist.mit.edu/about/measures.  The page shows the current values for key measures, with a time series of quarterly observations going back several years.  Measures are drawn from the published IS&T quarterly reports. 

IS&T Quarterly Reports

IS&T generates quarterly reports containing narrative and graphs contributed by individual team leaders and managers.  Reports are eventually published at http://ist.mit.edu/about/reports.  Their audience is mostly other senior staff in IS&T.  Measures brought out in the CSS quarterly report come from several sources, including quarterly narrative from the team leaders and process dashboards supported by CSS Headquarters in collaboration with the process leaders. 

Process Dashboards and Surveys 

CSS sponsors a per-ticket client satisfaction survey, with weekly emailed invitations in response to the resolving of a ticket in most client-facing queues in the RT system.  Results are tabulated weekly and made available to process teams and leadership.

Process dashboards track variables related to RT ticket handling and other components of the workflow (ACD behavior, client sat) as appropriate. 

1. Snapshot Survey results including scores and client comments, most recent first, for many IS&T queues.  This is the latest version.
2. Process Dashboards for RT-using lines of business.
   1. Service Desk – currently includes almost all the Service Desk queues except telephony and mobile devices.
      1. ACD statistics compiled weekly measure client demand by phone and how we respond.  This is the latest version.
   2. VoIPHelp -- telecomm::telephone help, help desk::SIP, and any others with the ProblemType custom field set.
   3. Mobile Devices
   4. Stellar
   5. AdminIT
   6. ITSS businesses -- DMCA , StopIT , Security

Measures Roster 

This section will organize the important measures and metrics identified by managers and team leaders during the Fy2010 metrics refresh process. Note: these sections might be restricted to viewing by IS&T only.

• Service Desk metrics chart -- to be added after review
• Departmental Services metrics chart -- to be after review
• Application and User eXperience metrics chart -- to be added after review
• Faculty and Student eXerience metrics chart -- to be added after review
• IT Security Services -- to be added after review

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