There's a common saying that you can't manage what you can't (or don't) measure. Often attributed to Peter Drucker, the godfather of Business Management, the thought here is one must clearly define success criteria, establish a benchmark, and track variance in order to realize improvement and/or identify problems. A quick Google search returns articles both lauding and contesting this maxim. In a Forbes article from 2014, Liz Ryan writes, "That's BS... the vast majority of important things we manage at work aren't measurable, from the quality of our new hires to the confidence we instill in a fledgling manager." She continues to explain that by focusing too much on the numbers, companies often miss out on the big picture.
Note: On November 9, 2020, Atlassian announced Jira Service Management, the next generation of Jira Service Desk. Jira Service Management is an ITSM solution built on Jira to help IT, operations, development, and business teams collaborate at high velocity. It empowers teams to respond to business changes rapidly and deliver great customer and employee service experiences.
While it's true there are intangibles in business and IT that are difficult to measure, there are several clearly defined metrics that can be reported on easily in Jira Service Desk. Personally, I'm a fan of measurement. I believe the acts of defining goals, baselines, and tracking variance bring about a shift in psychology that naturally increases the probability of achieving successful outcomes. Listed below are three important IT Service Management (ITSM) Service Level Agreements (SLA) and some links to Atlassian articles explaining how to implement them using Jira Service Desk.
MTTR: Mean Time to Resolution
The R can stand for Resolution, Restore or Recovery. Whatever the translation, this metric generally measures the cycle time of unresolved issues. This can be measured as an SLA in Jira Service Desk, and reported on in a number of different ways.
Here's an article from Atlassian on how to do this: How to calculate Average Time to Resolution SLA for Service Desk
FCR: First Call Resolution
Also called First Contact Resolution, FCR measures the percentage of issues where the customer's needs are fully addressed within the first call or first contact with support. FCR is closely related to other metrics:
- FCR and CSAT (Customer Satisfaction): Customers tend to be more satisfied when their issues are resolved within their initial call to support. It makes sense - they don't have to wait and check their email or the portal regularly to see issue updates. They just call support and their issue is resolved as a result.
- FCR and CPT (Cost per Ticket): When FCR goes up, Cost per Ticket goes down. One of the key reasons for this correlation is that you have the customer on the phone or in the chat session. Capitalize on the opportunity of synchronous communication with the customer. In many cases, the support agent will need more information or will ask the customer to perform troubleshooting steps in order to resolve the issue. Having the customer available shortens the amount of time the agent dedicates to the ticket, lowering the MTTR as well as CPT.
For more information on the importance of FCR, see the Atlassian blog article: Why first-call resolution (FCR) matters.
CSAT: Customer Satisfaction
At the end of the day, it's all about customer satisfaction. Without customers, there would be no services to manage. Jira Service Desk has a built-in CSAT collection functionality that is easy to set up and extremely effective. Jira will send out a questionnaire on issue resolution to collect a score and record comments from the customer.
Atlassian shares more about Collecting customer satisfaction (CSAT) feedback.
- Metrics are important and they're here to stay.
- Keep in mind, however, that they're only a proxy to the real thing. The better you define the success criteria, the goals, and the measurement logic - the closer you'll get to measuring the real thing.
- The three metrics above are extremely important and there are links to how to set them up in Jira Service Desk