This plan is designed to demonstrate the effectiveness of the admin team through key metrics. Each metric serves as a benchmark for assessing performance levels and identifying areas of improvement. For example, reducing Incident Response Time ensures swift handling of issues, while maintaining high System Uptime ensures reliability of systems for users.
User Satisfaction Score offers insights into the quality of support provided, with the aim to exceed user expectations. Ticket Resolution Rate is crucial to efficiently managing workload and meeting Service Level Agreements (SLAs). Lastly, achieving a high Change Success Rate minimizes disruptions, ensuring stability during system updates.
These metrics matter because they provide quantifiable measures of team effectiveness, guiding the team towards continuous improvement and excellence in their roles.
Top 5 metrics for Showcase Team Performance
1. Incident Response Time
The average time taken by the team to respond to reported incidents
What good looks like for this metric: Less than 30 minutes
How to improve this metric:- Implement automated alert systems
- Conduct regular training on incident management
- Set clear response time goals
- Prioritise incidents based on severity
- Review and analyse past response times for improvement
2. System Uptime
The percentage of time systems are operational and available
What good looks like for this metric: 99.9% or above
How to improve this metric:- Conduct regular system maintenance
- Implement redundancy solutions
- Perform load testing to understand capacity
- Monitor system health in real-time
- Establish a disaster recovery plan
3. User Satisfaction Score
Survey score given by users based on their satisfaction with team support
What good looks like for this metric: 8 out of 10 or higher
How to improve this metric:- Regularly survey users to gather feedback
- Implement a user-friendly ticketing system
- Ensure timely updates to users
- Provide training in customer service skills
- Analyse feedback and address common issues
4. Ticket Resolution Rate
The percentage of tickets resolved within the agreed service level agreement (SLA)
What good looks like for this metric: 95% or higher
How to improve this metric:- Establish clear SLAs for ticket resolution
- Use ticketing software to prioritise workload
- Encourage team collaboration on complex issues
- Track pending tickets and address bottlenecks
- Hold regular reviews on ticket performance
5. Change Success Rate
The percentage of system changes that are successfully implemented without causing incidents
What good looks like for this metric: 90% or higher
How to improve this metric:- Establish a change management process
- Conduct risk assessments before changes
- Communicate changes to all stakeholders
- Provide training on implementing changes
- Review and learn from failed changes
How to track Showcase Team Performance 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.
