This is the ultimate Service Delivery tracking metric spreadsheet for any IT service provider intending to be best-of-breed. The concepts and use are discussed many times in both the Working and Tracking Time in Real-time and the Ten Golden Rules of PSA and Service Ticket Systems training webinars, but the very specific details of how to use the spreadsheet are covered in the accompanying video. Example data is included.
This white paper and its accompanying spreadsheet give you a solid performance tracking method for your service delivery team with an easy to comprehend Heads-Up graph for all of the most important metrics. Once you begin tracking your team and their performance, you’ll clearly see who’s performing and who needs help. You’ll see how far backlogged they are, their ticket kill-rate, average time on ticket, average lifespan of a ticket, and many more critically important metrics.
Actually knowing these metrics means you can drive performance based on reliably predicted near-term workload instead of simply looking out the back window to see where you’ve been. Once you have an ongoing gauge of each team member’s performance, it means you can begin to drill down and identify what training, mentoring, tools, and skills they need. And at the top of the list of benefits is the ability to tell your client - with a high level of certainty - when you will begin working on their next hot issue.
The spreadsheet is accompanied by a straightforward explainer video which shows you how to get in and around the Agile Service Delivery Backlog Report and Metrics spreadsheet. It includes the slide call-out and time stamp of the start of each slide. The White Paper is basically the complete transcript of the video for reference.
Note: This white paper is only one part of the complete Agile Service Delivery Master Class training course. Tap into the wisdom of the author who has turned service delivery systems around for many companies, and who can help you do the same for yours.
Some of the subjects covered include:
• The Basics of Tracking Backlog
• Why Understanding the Backlog of Work Matters
• The Top Metrics for Agile Service Delivery
• Work In Progress
• Lead Time
• Cycle Time
• Where To Go Next
Here’s what you get!
The Excel spreadsheet, Explainer video, Ripped audio, White Paper (transcript), and the Slide Deck
Content Rating: 5 Star
Content Type: Spreadsheet and Explainer Video
Content Format: Excel Spreadsheet, MP4 Video, MP3 Audio, PDF Slide Deck, PDF White Paper
Audio and video Run Time: 48:29
Download Size: Approximately 312 MB zip file
has been added to your cart!
have been added to your cart!