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Metrics Quadrant

DDM

MDS

DS PLUS

DCAD

Service Outcomes:
Client Satisfaction or Programmatic  Objective

Client Sat Surveys slated to begin in Q3 FY10.

Client Sat Surveys slated to begin in Q3 FY10. 

Client Sat Surveys slated to begin in Q3 FY10. 

 

Service Utilization by the Community

AdminIT PM visits

Desktop Renewals

Long-term SLAs

On Call SLAs 

VIP clients
Tickets Created
 

New Projects and
Already in Progress  
New SLAs and
SLAs Already in Progress

Resource Utilization
in support of the Service

Bomgar sessions

Bomgar sessions


FM virtual servers 


Process Performance


Weekly Consultant Hours

Time to Resolve
Level of staff availability
(goal = 100%)

Ratio of requests to available staff

Ratio of consultants to staff compared
to higher ed industry standards

Typical cycle time per project by type
 

Finances

N and $ of DLC equipment cost-sharing

N and $ of DLC equipment ordered on their behalf.

time in reimbursement / cash flow)

revenue from on-call SLAs
Total SLA $

no revenue expectations

Expected revenue vs budget
cash flow

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Definitions and Means of Production

to be added as a child of this page -- DS section of definitions and means of production page.

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Selected Measures Presentation

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Anchor
nameofanchor
nameofanchor

DDM

Office Word
nameDS DDM metrics.doc

Admin IT visits

Info
titleYou can read more about AdminIT Preventative Maintenance visits at http://ist.mit.edu/services/hardware/adminit

The AdminIT Program offers specialized desktop IT services to administrative members of the MIT community. The goal of the AdminIT Program is to increase the reliability and stability of administrative computing through standardization, timely hardware and software upgrades, and efficient end-user support.

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