The plan focuses on enhancing Business Systems Support by evaluating critical metrics. System Availability ensures systems run smoothly by measuring the uptime against scheduled operational times. Achieving a 99.9% uptime is vital as it minimizes downtime disruptions, much like a clock always ticking. Response Time gauges the speed of addressing issues, crucial for maintaining trust, especially during high-demand periods. Quick responses, analogous to a firefighter swiftly arriving at a scene, can prevent minor issues from escalating. Resolution Time measures how efficiently problems are fully resolved, with a benchmark of four hours, akin to a pit crew swiftly getting a car back on track during a race. User Satisfaction captures how happy users are with support services, vital for user retention and system improvement. Lastly, the Percentage of System Coverage ensures almost all departmental systems have active support, ensuring no system is left behind.
Top 5 metrics for Business Systems Support
1. System Availability
The percentage of time a system is up and running compared to the total scheduled operational time
What good looks like for this metric: 99.9%
How to improve this metric:- Implement regular system maintenance
- Upgrade infrastructure regularly
- Monitor systems continuously
- Utilise redundant systems for backup
- Train staff on quick troubleshooting
2. Response Time
The time it takes for support to respond to a reported issue
What good looks like for this metric: Within 1 hour
How to improve this metric:- Set up automated alert systems
- Ensure adequate staffing during peak times
- Establish clear response protocols
- Provide ongoing training for support staff
- Prioritise critical issues
3. Resolution Time
The average time taken to resolve system issues from the moment they are reported
What good looks like for this metric: Within 4 hours
How to improve this metric:- Streamline problem diagnosis processes
- Maintain an effective escalation process
- Document common issues with solutions
- Conduct root cause analysis
- Ensure effective communication with users
4. User Satisfaction
The degree to which users are satisfied with the system support delivered
What good looks like for this metric: 80% satisfaction rate
How to improve this metric:- Conduct regular user feedback surveys
- Implement feedback into improvement plans
- Provide personalised support
- Enhance user training programmes
- Improve communication with users
5. Percentage of System Coverage
The proportion of departmental systems that are under active support
What good looks like for this metric: 95% coverage
How to improve this metric:- Regularly update inventory of systems
- Ensure all critical systems are covered
- Conduct regular system audits
- Increase cross-departmental coordination
- Establish clear support policies
How to track Business Systems Support metrics
It's one thing to have a plan, it's another to stick to it. We hope that the examples above will help you get started with your own strategy, but we also know that it's easy to get lost in the day-to-day effort.
That's why we built Tability: to help you track your progress, keep your team aligned, and make sure you're always moving in the right direction.
Give it a try and see how it can help you bring accountability to your metrics.
