The plan to determine the best metrics for Business Systems Support emphasizes ensuring that organizational systems operate smoothly. Key metrics include the percentage of fully functional systems and average downtime, which help keep systems reliable and efficient.
For instance, a high percentage of functional systems implies reduced interruptions in daily operations, while minimal system downtime ensures ongoing productivity. Additionally, metrics like user satisfaction scores and support request resolution time reflect the user experience quality, providing insights into areas necessitating enhancement.
Ultimately, these metrics are critical as they guide the continuous improvement of system support operations, fostering both employee satisfaction and operational efficiency.
Top 5 metrics for Business Systems Support
1. Percentage of Systems Fully Functional
Measures the percentage of business systems across departments that are fully functional without any issues
What good looks like for this metric: 90-95%
How to improve this metric:- Implement regular system maintenance schedules
- Upgrade outdated software and hardware
- Conduct frequent system audits
- Train staff on system usage and troubleshooting
- Establish a rapid response team for critical issues
2. Average System Downtime
Calculates the average time that business systems are non-operational
What good looks like for this metric: Less than 1 hour per month
How to improve this metric:- Optimize backup and recovery processes
- Use automated monitoring tools
- Schedule updates during off-peak hours
- Develop and test robust disaster recovery plans
- Enhance infrastructure reliability with redundancy measures
3. Support Request Resolution Time
Measures the average time taken to resolve support requests from different departments
What good looks like for this metric: Less than 4 hours
How to improve this metric:- Set clear priority levels for support tickets
- Implement a ticketing system with tracking capabilities
- Provide customer service training for IT support staff
- Create a comprehensive FAQ and knowledge base
- Encourage self-service for common issues
4. User Satisfaction Score
Summarises user feedback on their satisfaction with systems support
What good looks like for this metric: Above 80%
How to improve this metric:- Conduct regular satisfaction surveys
- Analyse feedback to identify common issues
- Engage users in system improvement discussions
- Provide transparent updates on resolution progress
- Recognise and reward high-performance support teams
5. Frequency of System Changes
Tracks how frequently systems undergo significant updates or changes
What good looks like for this metric: Monthly or quarterly updates
How to improve this metric:- Plan updates based on user feedback and needs
- Test updates thoroughly in a controlled environment
- Communicate changes effectively to users
- Incorporate user feedback for improvements
- Balance system stability and innovation
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.
