A Definitive Guide to Choosing IT Metrics

December 23, 2021 - 7 min read

Maria Waida

A metric is a unit of measurement. In project management, for example, metrics are used to track progress based on goals or critical success factors. In this guide, we’ll teach you everything you need to know about IT metrics and why they are so important.

Keep reading to discover what standard IT metrics are, how to choose your IT metrics, best practices for choosing, and potential challenges when working with them. Stay tuned until the end to discover a project management tool you can use to define, monitor, and analyze your IT metrics.

What are the standard IT metrics?

Standard IT metrics are the quantifiable values used by IT industry leaders to measure the value of technology, productivity, and output to the business. They help them manage the business of IT PMO and demonstrate how technology can improve the bottom line. Here are the must-know terms:

Time to resolve

Time to resolve is the shorthand for MTTR (mean time to resolve) and refers to the average time it takes to resolve a failure.

SLA breach rate

SLA stands for Service Level Agreement and a breach refers to a break in that agreement. The SLA breach rate defines the total monetary fee for violating the contract terms.

User satisfaction

The user satisfaction score is a widely-employed metric that measures how much respondents do or do not enjoy a product or service. The survey asks respondents to rate the level and typically uses a small scale such as 1-10, with higher numbers meaning more satisfaction and lower numbers meaning less satisfaction.

Cost per contact

The cost per contact is the sum of all costs involved in running a contact center. It is often divided by the number of contacts that were handled.

Service availability

Service availability is the percent measurement of how accessible a service is during the time when you promised to keep it. It typically refers to digital products and software.

Incident counts

Incident counts are the number of reports made to the service desk regarding issues with the product.

Downtime

Downtime refers to the total amount of time a product is not available to users for events such as scheduled maintenance or security threats.

How to choose IT metrics

As you can see, there are a lot of IT metrics to choose between. Like with any professional services management project, the key is to make sure that the metrics you choose are aligned with your goals.

There are two main categories of metrics: service and operations.

IT service metrics: IT service metrics are the process of applying knowledge and expertise to enable organizations to improve their operations. They often provide resolutions for issues that users experience when using the product.
IT operations metrics: The mission of the IT operations department is to provide the necessary tools and services to enable organizations to manage their hardware and software. This includes the development and deployment of software and hardware solutions.

Best practices for choosing your IT metrics

If our goal is to achieve a specific outcome, then choosing IT metrics that help us evaluate how well we're executing our strategy makes sense. However, many metrics are neglected simply because they don't match the goals of the product or the organization.

In order to choose your IT metrics, you’ll need to start by learning more about which ones correspond with your next big project management goal. From there, you’ll want to narrow down your top choices to only the IT metrics that directly tie back into your benchmarks.

It’s also good to think about how the IT metrics you’ve chosen may affect how your team works. In general, choosing IT metrics may motivate employees to work faster. Known as the observer effect, simply seeing how they are being measured in real time will increase the speed of their output.

But when it comes to influencing behavior, you may find that a particular set of IT metrics will push your team in a direction you don’t want them to go in. So make sure to consider the real-world impact these goalposts will have on your unique team.

The challenges of choosing IT metrics

Hyperfocus on metrics

When choosing IT metrics, we should be aware that we are not adding more goals on top of those we already have. Instead, IT metrics serve as a tool to quantify progress made toward the PMO’s goal. They are not goals in and of themselves, even if we plan to improve their numbers. Focusing too much on the IT metric progress may actually waste resources in the long run.

Lack of balance

As Bill Graff, SVP & CIO, Cerner Corporation, told The Enterprisers Project, managers will have to strike a balance between internal and external IT metrics.

“To show IT’s real value to the organization, you need two sets of metrics,” shared Graff.

“One internal-facing set focused on how you run your business on a day-to-day basis. This should include metrics such as turnaround time on support tickets, vulnerability remediation, budget adherence, and uptime/availability. The other set of metrics is external-facing. These metrics describe how the consumers are using your services, their satisfaction, and how they add to the company’s bottom line.”

Overly complex management

Another one of the challenges of choosing IT metrics is complexity. The complexity of an organization’s adaptive systems makes it hard to determine which metrics are right for you. Most of the time, they cannot measure cause-and-effect behavior.

Yes, it’s easy to create dashboards with metrics. But applying too many at one time will increase the complexity of our system and make our dashboards less useful.

Using Wrike as an ITSM solution

A good IT service management tool such as Wrike provides high quality and timely planning, reporting, and monitoring. All of this combined enables other teams and individuals to perform their jobs more effectively.

Wrike’s tailormade ITSM template is the most commonly used framework to provide a base configuration and a sample data set. But it also provides support for Agile teamwork, project management performance monitoring, and complex projects with phases.

You can use Wrike's predefined folder structure to create a hierarchy that takes into account what your team does and what type of work they deal with each day.

Wrike also lets you keep track of all your tickets and IT project management issues and review all of your progress reports. These reports combine with visual dashboards that detail all of your team’s work alongside your chosen IT metrics so you can compare progress against these data points.

Not to mention that you can seamlessly manage multiple open projects and requests in one centralized location.

Ready to start using IT metrics to achieve your goals? Get started with organizing team workload and tracking these important KPIs using Wrike’s two-week free trial.

Maria Waida

Maria is a freelance content writer who specializes in blogging and other marketing materials for enterprise software businesses.

#IT #Project Management Advice

Productivity 10 min read

What Is The Pomodoro Technique and How Does it Work?

Endless tasks and expectations from colleagues and employers can make getting things done hard. There’s always something else to add to your to-do list and, as that list grows, it starts to feel like there’s never enough time to do it all. Productivity hacks can seem gimmicky and semi-helpful at best. But what if there was a time management strategy that could help you tackle your to-do list, meet others’ expectations, and help you feel more productive and balanced? That’s where the Pomodoro Technique comes in. This popular time management strategy can help you better plan your workload, overcome distractions, and check tasks off your list. And it doesn’t require working overtime or jamming more work into your day. Instead, it encourages frequent breaks in between stints of work. Perhaps one of the best aspects about it is that it’s easy to use. We’re here to help you make your workdays better and more productive. In this guide, we’re breaking down the Pomodoro method — how to use it, why it works, and its advantages and disadvantages. And don’t worry, we’ll cover what Pomodoro means while we’re at it. Add reading this guide to your list of to-dos for today, and let’s get started. What is the Pomodoro Technique? The Pomodoro Technique is a productivity or time management method created in the early 1990s by Francesco Cirillo. A university student at the time, Cirillo struggled to focus and get his assignments done. Feeling overwhelmed, he realized he needed to try a new way of working and held himself accountable for committing to 10 minutes of focused time while studying. As he committed to the challenge, he found a tomato-shaped timer (you guessed it, Pomodoro is “tomato” in Italian), and the Pomodoro Technique was born. Cirillo wrote an entire book about the Pomodoro Technique, but the gist of it is simple. The method encourages short bursts of manageable chunks of work with breaks built in between. With this method, you work for 25-minutes sessions separated by five-minute breaks. After every four or five Pomodoros (think of these as work sessions), you indulge in a more extended break for 15-20 minutes. With a sense of urgency built into it, the method forces you to think through your to-do list and eliminate distractions while progressing on your tasks for a limited amount of time. And you can eliminate distractions knowing that you have breaks built into your day to look forward to. Let’s start by understanding what exactly the word “Pomodoro” means and where it came from. What does Pomodoro mean? Pomodoro quite literally means “tomato” in Italian. But what does a tomato have to do with time management? Like we mentioned earlier, Cirillo used a tomato-shaped timer to help him manage his focused work time. He later named his famous technique after the tomato-shaped kitchen timer that helped him do his best work. When we talk about the Pomodoro Technique, a Pomodoro also refers to one 25-minute focused work session. You’ll use a timer to work for one Pomodoro. Get it? Don’t worry — we’ll walk you through the nitty-gritty of how to use the Pomodoro Technique next. How to use the Pomodoro Technique One of the best parts of the Pomodoro Technique is that it’s super simple to use without any training. Depending on who you ask, these steps may vary slightly. But that’s one of the best parts about the method — you can customize it. Here’s how Cirillo’s Pomodoro method works: 1. Make a list of the tasks you need to accomplish To make the best use of your Pomodoro sessions, consider starting your day by creating a to-do list and outlining the tasks you need to accomplish. Don’t panic if your list becomes lengthy! Remember, you’re going to split up your work so that it’s more manageable throughout the day. You just need to make a note of what you need to accomplish today. Tip: When you make a list of your tasks, think about how much time you need to complete each task. For example, one task might take you a full 25-minute Pomodoro. Or you might have three short tasks that you can group during one Pomodoro. Write down how many minutes each task will take. That way, you can pair up tasks that will take less than 25-minutes to complete. Your estimations don’t have to be perfect, but you want to avoid having gaps of time to fill or going past time during your Pomodoro sessions. 2. Set a timer for 25 minutes You don’t have to mimic Cirillo exactly and use a tomato-shaped kitchen timer, but to live the complete Pomodoro Technique experience, give a real timer a try. It doesn’t matter if you use a virtual or physical timer; any will do. Here are a few options to choose from when selecting a Pomodoro Technique timer: Pomodoro tomato timer Online tomato timer Focus Keeper app Pomodoro Timer Lite app The timer you use doesn’t need to be overly cumbersome or have any fancy capabilities, so don’t get caught up in the details. Keep it simple to make it most effective. 3. Focus on your tasks until the timer goes off This is the tricky part. Once you’ve set your timer, you need to work on the task or tasks you’ve chosen for 25 minutes without any interruptions throwing you off track. Combating distractions is no easy feat, and it may take practice to nail this step. Tip: If possible, alert those around you when you’re using the Pomodoro method. This can help reduce interruptions and external distractions. If you find yourself with spare time during a Pomodoro and aren’t sure what to focus on, Cirillo recommends taking advantage of the opportunity for overlearning. Use the time to make improvements and tidy up your work, reflect on the tasks you completed, or make a note of what you’ve learned until the timer goes off. Use the 25 minutes as best you can and avoid starting your break early if possible. 4. Enjoy a short break for five minutes You made it! Time is up and you can enjoy a break for five minutes or so. Consider using this time to use the restroom, grab a snack, or fill up your water bottle. Give your eyes a break and try to limit screen time if you can. Get up and stretch your legs or move your body around. Taking care of your well-being will help you stay motivated throughout the remainder of the day. 5. Repeat steps the first four steps Are you getting the hang of it? Rinse and repeat the above steps. After you’ve completed four Pomodoros, skip step four and jump straight to step six. 6. After every four or five Pomodoros, enjoy a more extended break You’ve earned it! Enjoy a longer, restorative break this time. Take 15-20 minutes to rejuvenate yourself. Maybe it’s time for breakfast or lunch. Or perhaps you want to spend a few minutes outside in the sun. Whatever the case may be, use your break wisely and prepare to jump into more Pomodoros after the break. That’s it. The Pomodoro Technique is an easy-to-use system, which means there isn’t much of a learning curve to start using it to your advantage. Does the Pomodoro Technique work? It sounds simple, right? That means you might be asking yourself whether the Pomodoro method truly works or not. Reviews of the method spread amongst the internet suggest that many have seen success when using the technique. One person found that the Pomodoro Technique was a great solution for monotonous tasks on the to-do list. Knowing that they only needed to work on a task for 25 minutes encouraged them to get started on those dreaded, tedious to-do’s. Another person found success using the Pomodoro Technique and later adapted the method to fit their specific needs. The Pomodoro Technique helped them define a practice of self-discipline to expand on and boost productivity. But what is it about the Pomodoro Technique that makes it work? Studies suggest that brief mental breaks help keep you focused. Frequent distractions rob us of productivity at work, but the Pomodoro method helps eliminate distractions for more focus in the workplace. As with any time management strategy, what works best for some may not work well for others. Give the Pomodoro Technique a try and tailor it to your individual needs to ensure it has the most payoff for you. The advantages and disadvantages of the Pomodoro method As with any time management strategy, the Pomodoro Technique has both benefits and drawbacks to consider before experimenting with it. Let’s take a look at both, starting with the advantages. Advantages of the Pomodoro Technique Break the habit of multitasking When you follow the Pomodoro Technique, you’ll break the habit of multitasking. While multitasking might seem like a great way to get more done, it’s distracting and actually hinders your productivity. With the Pomodoro method, your goal is to dedicate your focus to any given task at hand — and save the rest of the items on your to-do list for another Pomodoro. Reduce or prevent feelings of burnout Looking at your neverending to-do list can feel overwhelming and stressful, and working through that list without a strategic plan in place can cause feelings of burnout. The Pomodoro Technique not only encourages frequent breaks but it builds them directly into your schedule for you. You can reduce or prevent stress and burnout by taking full advantage of your breaks when you have them. Reduce procrastination We all procrastinate now and then, but the Pomodoro Technique ignites a sense of urgency in the day, which reduces or eliminates procrastination. There isn’t any time to scroll through your favorite social media platform, grab another snack, stare out the window, or engage in another distraction when you know you only have 25 minutes to complete a task. (Don’t beat yourself up — we’re all guilty of these things!) Disadvantages of the Pomodoro Technique Some tasks take more than 25 minutes The Pomodoro method is said to be beneficial for tasks like writing, coding, and studying. It also comes in handy when needing to work through some monotonous to-dos like cleaning out your inbox or digging into some administrative items. But some tasks are bound to take more than 25 minutes to complete, which means the Pomodoro Technique may not always work for every type of project or task. If you’re in the middle of a project and are in a solid flow state, you might want to keep working past the 25-minute timer mark, which will interrupt all subsequent Pomodoro scheduling. You know your work styles and productivity best, so you’ll be in charge of making the judgment call on whether you need to work past the timer’s buzz. Meetings could interfere with your Pomodoro planning The Pomodoro method sounds particularly beneficial to those who have full control over their schedules. But many career professionals are bound to be interrupted by planned and unexpected meetings. Your meeting schedule could interfere with how you plan your Pomodoros or could interrupt you in the middle of a Pomodoro session. Every time management strategy comes with advantages and disadvantages, and no method is guaranteed to be one-size-fits-all. Since the Pomodoro method is easy and comes without cost, consider giving it a try to see if it works for you. Remember, you can always tweak it to suit you best. How to use Wrike to plan your Pomodoros To set yourself up for success when using the Pomodoro Technique, you’ll want to have a to-do list prepared. A project management tool like Wrike can help you organize your tasks so that you can dive right into your Pomodoros (without wondering what you should start with). With Wrike, you can: Manage and prioritize your work Use templates to organize and break your projects down into manageable tasks Track your time to understand how you’re spending it Manage workloads with resource management capabilities You’re on your way to a more productive workday. Start your free trial of Wrike and begin planning your Pomodoros today.

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A Definitive Guide to Choosing IT Metrics