Coaching in Key IT Support Statistics

Professional Assistance to the
IT User Support Community since 1991

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Noel Bruton

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You don’t need to be a mathematician, but you will need access to reports from any installed enquiry-logging software, a calculator and a spreadsheet program such as Microsoft Excel*. Don’t worry if you’re new to spreadsheeting, a working knowledge will be provided.

NumberKnow enables to you to master IT support statistics, to make better use of your support staff and take more precise control of service delivery, by offering a tighter and more dynamic balance between demand, workload, resources and provision. It may be enjoyed in conjunction with your ITIL* strategy, but is equally as useful to non ITIL-adopting organisations.

- What key datasets you should be gathering, how often, how much, why and where to get them

- Learn and make use of the crucial differences between ‘Decision Support’ and ‘Management Information’ statistics

- Why you should never trust the statistics from your support system - in fact why you may indeed be better off ignoring them altogether

- Why statistics dealing with work quantities alone are meaningless

- The ‘Big Four’ categories of support statistics and how they depend on one another

- Why you should never collect data just because you can

- The difference between ‘Operational’ and ‘Service Level’ measurement, which is more important and why

- When pen and paper are far more accurate than computers

Click the ‘Contact Me’ button above
to increase your grip on the key statistics in IT support

* All trademarks are the property of their respective owners.

‘NumberKnow’ is an onsite coaching intervention for IT support managers, team leaders, quality and service level managers. It goes much further than the statistics available from your telephone or enquiry-logging systems. It doesn’t just look at numbers, but at the meaning of those numbers.

Although the intervention can be open ended, it typically takes place over three to five non-contiguous days. It includes a complete benchmark of your IT support operational performance.

IT’S ABOUT KNOWLEDGE - NOT JUST NUMBERS.

NumberKnow will help you to:

- Cost-justify new staff -

- Know how much work is too much -

- Know why some fixes take longer than others -

- Identify the ‘black holes’ in your IT support -

- Plan your staff’s skillsets and knowledge -

- Prepare for new ITSM/Helpdesk software -

- Get usable information out of your existing software -

- Know whether what you do is really worth doing -

- Plan your future workload -

- Inject variety into your staff’s working day -

- Prove how successful you are - or not - and why -

- Allocate resources in the right place -

- Reduce your backlog -

- Improve fix times -

- Plan shifts, rotas and out-of-hours operation -

- Handle complaints better -

- Respond to accusations and suspicions with facts -

- Cope with demand growth and staff changes -

- Plan for new services -