Effective monitoring of IT applications is essential to ensure that business area operations are not negatively impacted. In this task, IT metrics are indispensable.
Through them, it is possible to monitor technology teams. Some indicators can be used to determine the scope of the SLA (Service Level Agreement), which guides the necessary results.
In this post, you will find some examples of IT metrics. Check out which of them can become your success indicators!
Average Handling Time (AHT)
This index is used in user support service, calculated from the moment the attendant was called until the moment the problem was solved.
Tracking this metric makes it possible to assess the performance of those involved until the resolution of the ticket. Its monitoring can determine the need for training or process improvement.
A low average handling time may mean good communication between the parties involved and efficiency in problem-solving. On the other hand, a high time may indicate the need to train and evaluate the team’s processes, seeking optimizations.
First Call Resolution
The objective of this index is to measure the number of tickets that are resolved on the first contact, that is, on the first interaction with the user.
Its monitoring is usually done as a percentage of the number of tickets resolved on the first contact over the total number of tickets, within a specific period of time.
A low percentage may point to the need for training the support team, qualifying them better or verifying possibilities for process improvements, optimizing existing workflows.
Uptime Index
Translated, uptime index means activity time — that is, the time the technological environment remained available and in operation. Generally, this metric is reported as a percentage. The calculation is made by taking all the availability time over the total time being measured.
In case of a low uptime index, measures must be taken to improve the infrastructure. These improvements may signal the need for hardware updates or even an enhancement in the data communication service.
Bug Index
Bug indices are determined by downtime caused by program execution errors. Their measurement can be done by the number of occurrences in a given period, or by measuring the time spent to solve the problem.
In both cases, the important thing is that this metric signals instability in the applications. Making a modification to the program code may be an action to be taken after determining the root cause.
Customer/User Satisfaction
Conducting surveys with your customers or users is an excellent way to measure the level of satisfaction in the relationship between areas. After all, the information gathered in these surveys can bring suggestions for improvements in applications or even in your infrastructure.
By tracking metrics, IT managers can identify failures, poor performance, or underperformance in their environment. Actions must be taken for the maintenance or replacement of resources, team training, or even improvement of operating programs.
Now that you are familiar with the most widely used metrics in the IT environment, how about continuing to follow other news in the information technology area? Follow us on social media and don’t miss any content: we are on Facebook, LinkedIn, Twitter and Instagram!
