Measurement

No time for timesheets

Louis.Stanford — Fri, 25 Sep 2009 07:09:46 -0600

I've recently spent some time with a small IT Operations team. Earlier this week, the team leader reminded all the engineers to update their time-sheets.

Keep service level reporting simple - black box it

rob — Fri, 01 May 2009 05:04:09 -0600

Keep service level reporting simple - black box it. No need for complex monitoring solutions, at least not initially.

paid KPIs can unexpectedly distort behaviour

rob — Wed, 11 Jul 2007 00:46:04 -0600

Be careful of the way paid KPIs can unexpectedly distort behaviour: make sure you are paying for what you want (they won't do the wrong thing) and all of what you want (they won't neglect some right things).