Gathering Time Spent Data on IT Maintenance Work

摘要

Gathering time spent data on IT Maintenance work can burden your officers with a significant amount of manual records keeping for time they spent on individual calls and other activities. This paper describes how we eased the burden on the officers, but still were able to gather detailed data regarding their time spent for most of the activities performed by them, and thus were able to collect valuable metrics. The paper further reveals some aspects of the way we use these metrics to monitor changes in performance.