What are Support metrics?
Identifying the optimal Support metrics can be challenging, especially when everyday tasks consume your time. To help you, we've assembled a list of examples to ignite your creativity.
Copy these examples into your preferred app, or you can also use Tability to keep yourself accountable.
Find Support metrics with AI
While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI metrics generator below to generate your own strategies.
Examples of Support metrics and KPIs
Metrics for Referral Implementation in Education
1. Referral Submission Rate
Percentage of referred students for special education services compared to total student population
What good looks like for this metric: Typically 5-10% of student population
Ideas to improve this metric- Educate staff on referral process
- Streamline referral documentation
- Enhance communication with parents
- Regularly analyse referral data
- Offer professional development
2. Evaluation Timeliness
Percentage of evaluations completed within the 60-day timeframe
What good looks like for this metric: 90% completion within 60 days
Ideas to improve this metric- Implement a strict timeline for evaluations
- Coordinate efficiently with multidisciplinary team
- Conduct regular evaluations of compliance rates
- Communicate deadlines with all stakeholders
- Automate reminder systems for deadlines
3. Eligibility Determination Rate
Percentage of evaluated students who are determined eligible for special education services
What good looks like for this metric: Approximately 80-85% eligibility post-evaluation
Ideas to improve this metric- Ensure comprehensive evaluations
- Provide clear eligibility criteria
- Regular training for assessment team
- Review non-eligible cases for gaps
- Strengthen collaboration with parents and educators
4. IEP Implementation Rate
Percentage of IEP plans that are fully implemented as planned
What good looks like for this metric: 95% full implementation
Ideas to improve this metric- Ensure clear communication among IEP team members
- Regularly monitor IEP implementation progress
- Provide adequate resources and training
- Conduct frequent IEP team meetings
- Implement a feedback system for identification of barriers
5. Adequate Progress Rate
Percentage of students demonstrating adequate progress towards IEP goals
What good looks like for this metric: 70% of students meeting or exceeding IEP goals
Ideas to improve this metric- Use data-driven decision making
- Enhance instructional strategies
- Regularly update IEP goals
- Provide targeted interventions
- Perform frequent progress reviews
Metrics for Youth Entrepreneurship Training
1. Number of Businesses Registered
Tracks the total number of businesses registered by participants post-training
What good looks like for this metric: 50% of participants registering businesses
Ideas to improve this metric- Increase networking opportunities with successful entrepreneurs
- Offer mentorship programs beyond the training period
- Provide step-by-step guidance on the registration process
- Facilitate access to legal support for business registration
- Encourage business idea validation workshops
2. Participant Engagement Rate
Measures the level of active participation by youths during and after the training sessions
What good looks like for this metric: 80% active participant engagement
Ideas to improve this metric- Incorporate interactive and hands-on activities
- Offer incentives for active participation
- Use feedback forms to tailor content to participants' needs
- Include real-world case studies and success stories
- Assign project-based tasks that encourage teamwork
3. Business Sustainability Rate
Assesses the percentage of businesses still operational 12 months post-registration
What good looks like for this metric: 60% business sustainability rate after one year
Ideas to improve this metric- Provide ongoing business support services
- Help secure initial funding and investment
- Conduct regular follow-ups and check-ins
- Encourage the development of a solid business plan
- Organise financial literacy and management workshops
4. Increase in Household Income
Monitors the change in average household income for participants after starting their businesses
What good looks like for this metric: 20% increase in household income
Ideas to improve this metric- Offer additional training on income-generating strategies
- Facilitate access to high-demand market sectors
- Encourage diversification of income streams
- Promote collaboration and partnerships for larger contracts
- Guide in effective cost management and budgeting
5. Job Creation Rate
Measures the average number of jobs created by participant businesses within six months of operation
What good looks like for this metric: 2 jobs created per business
Ideas to improve this metric- Support business expansion opportunities
- Encourage hiring from local communities
- Provide training on effective employee management
- Facilitate networking with potential partners and clients
- Organise workshops on scaling operations
Metrics for Support Youth Entrepreneurship
1. Number of Youths Trained
The total number of youth participants who have completed the training programme
What good looks like for this metric: 500 youths annually
Ideas to improve this metric- Increase outreach efforts in low-income areas
- Partner with local community centres
- Utilise social media for recruitment
- Provide online training options
- Collaborate with schools and universities
2. Business Registration Rate
Percentage of trained youths who successfully register a business
What good looks like for this metric: 50% of trained youths
Ideas to improve this metric- Simplify the registration process
- Guide participants through registration steps
- Provide incentives for registration
- Host workshops on business planning
- Establish partnerships with registration bodies
3. Employment Opportunities Created
Number of new jobs generated as a result of the startups
What good looks like for this metric: 2 new jobs per startup
Ideas to improve this metric- Encourage scalable business models
- Provide mentorship for business growth
- Facilitate networking events
- Support access to funding opportunities
- Promote collaboration among startups
4. Business Sustainability Rate
Percentage of businesses still operational after their first year
What good looks like for this metric: 70% sustainability rate
Ideas to improve this metric- Offer follow-up coaching sessions
- Provide financial management workshops
- Connect with local business networks
- Regularly assess and adapt business strategies
- Encourage continuous learning and innovation
5. Funding Secured by Startups
Amount of financial support secured by startups through grants, loans, or investments
What good looks like for this metric: $10,000 per startup
Ideas to improve this metric- Assist in grant application processes
- Create pitch training sessions
- Connect startups with potential investors
- Host startup demo days
- Guide on developing detailed business plans
Metrics for L2 Production Support
1. Request Resolution Time
Time taken to resolve support requests from initial report to resolution
What good looks like for this metric: 2-4 hours
Ideas to improve this metric- Prioritise requests based on urgency
- Implement automated alerts for escalations
- Conduct regular training sessions for support staff
- Use ticketing system efficiently
- Analyse past tickets for recurring issues
2. First Contact Resolution Rate
Percentage of requests resolved during the first interaction with support staff
What good looks like for this metric: 70-80%
Ideas to improve this metric- Empower staff with decision-making authority
- Provide comprehensive training and resources
- Ensure access to an updated knowledge base
- Conduct regular performance reviews
- Encourage collaboration among team members
3. Customer Satisfaction Score
Measurement of customer satisfaction after support engagement
What good looks like for this metric: 80% satisfaction rate
Ideas to improve this metric- Follow up with customers after resolution
- Provide personalised support where possible
- Gather feedback through surveys
- Identify pain points in the support process
- Continuously improve customer interaction skills
4. Ticket Backlog
Number of unresolved requests or tickets within a specific time period
What good looks like for this metric: Less than 10% of total tickets
Ideas to improve this metric- Monitor and raise alerts for high backlog
- Allocate additional resources during peak times
- Streamline processes to improve response times
- Regularly review ticket statuses
- Identify and address resource bottlenecks
5. Reopen Rate
Percentage of requests that have been reopened after they were marked resolved
What good looks like for this metric: Less than 5%
Ideas to improve this metric- Ensure thorough issue resolution before closing
- Improve documentation for recurring issues
- Engage experts for complex problems
- Provide clear and concise solutions
- Encourage feedback to understand unresolved issues
Metrics for Windows and VMWare Server Support
1. First Call Resolution Rate
Percentage of issues resolved on the first call without escalation
What good looks like for this metric: 70-80%
Ideas to improve this metric- Provide comprehensive training for team members
- Implement a robust knowledge base
- Utilise remote access tools for rapid solutions
- Ensure clear communication during ticket handling
- Optimise ticket categorisation for swift allocations
2. Average Ticket Resolution Time
Average time taken to resolve support tickets
What good looks like for this metric: Less than 24 hours
Ideas to improve this metric- Enhance prioritisation of critical tickets
- Streamline internal workflows
- Employ ticketing software with automation features
- Offer frequent skill-improving sessions
- Regularly review ticket handoff processes
3. Customer Satisfaction Score
Rating provided by customers after resolution
What good looks like for this metric: Above 90%
Ideas to improve this metric- Solicit feedback through post-service surveys
- Provide personalised support where applicable
- Encourage proactive follow-ups with customers
- Analyse feedback data to identify improvement areas
- Reward team members demonstrating high satisfaction scores
4. Ticket Backlog
Number of unresolved tickets over a specified time period
What good looks like for this metric: Less than 10% of total tickets
Ideas to improve this metric- Regularly audit ticket queue for overdue items
- Implement weekly backlog reviews
- Balance team workload to prevent overloads
- Develop standard operating procedures for common issues
- Encourage team accountability for assigned tickets
5. Service Uptime
Percentage of time the server environment is operational and available
What good looks like for this metric: 99.9%
Ideas to improve this metric- Conduct regular system health checks
- Implement proactive monitoring systems
- Establish a thorough disaster recovery plan
- Schedule routine maintenance during off-peak hours
- Ensure redundancy for critical systems
Metrics for Streamline Operations & Improve Feedback
1. Average Response Time
The average time it takes for support staff to respond to student queries
What good looks like for this metric: 24 hours or less
Ideas to improve this metric- Implement automated responses for common queries
- Provide additional training sessions for support staff
- Utilise CRM software to track response times
- Set goals for individual team members
- Analyse and optimise workflow processes
2. Student Feedback Quality Score
The average rating of feedback provided by mentors as rated by students
What good looks like for this metric: 4.5 out of 5
Ideas to improve this metric- Provide training on giving effective feedback
- Develop a standard feedback template
- Review and discuss feedback in team meetings
- Gather feedback from students on mentor performance
- Conduct regular mentor evaluations
3. First Contact Resolution Rate
Percentage of support queries resolved during the first interaction with support staff
What good looks like for this metric: 70% or higher
Ideas to improve this metric- Conduct root cause analysis on frequently unresolved topics
- Empower staff to make decisions without escalation
- Improve access to solution resources
- Develop a comprehensive FAQ section
- Increasing collaboration with mentors for complex issues
4. Mentor Availability
Measures the average time mentors are available to provide feedback during scheduled office hours
What good looks like for this metric: 85% of scheduled hours
Ideas to improve this metric- Optimise scheduling to align with student needs
- Provide incentives for maintaining high availability
- Introduce flexible working hours for mentors
- Utilise technology to aid remote mentoring sessions
- Increase cross-training for coverage
5. Net Promoter Score (NPS)
A measure of student loyalty and satisfaction based on their likelihood to recommend the training to others
What good looks like for this metric: 70 or above
Ideas to improve this metric- Regularly survey students for feedback
- Improve mentor-student engagement
- Enhance curriculum based on student feedback
- Ensure a seamless onboarding process
- Create a supportive community for student interaction
Metrics for Triage and routing efficiency
1. Average Triage Time
The average time taken to assess and assign issues to a technician
What good looks like for this metric: 2 hours
Ideas to improve this metric- Implement automated ticketing system
- Train staff on swift issue identification
- Set clear prioritisation guidelines
- Regularly review triage processes
- Maintain an up-to-date technician skillset directory
2. Percentage of Issues Triaged Within 2 Hours
The proportion of issues that are assessed and routed within the two-hour goal
What good looks like for this metric: 90%
Ideas to improve this metric- Utilise time-tracking software
- Analyse bottlenecks in the triaging process
- Provide incentives for fast triaging
- Allocate sufficient resources during peak times
- Conduct regular training sessions
3. First Contact Resolution Rate
The percentage of issues resolved without the need for additional follow-up
What good looks like for this metric: 75%
Ideas to improve this metric- Expand technician training programmes
- Increase accessibility of status updates
- Improve communication between teams
- Ensure access to comprehensive knowledge base
- Implement real-time support tools
4. Customer Satisfaction Score
The average satisfaction score given by customers regarding the triage process
What good looks like for this metric: 4 out of 5
Ideas to improve this metric- Gather regular feedback from customers
- Reduce hold and transfer times
- Provide clear status updates
- Streamline communication channels
- Customise support to match customer needs
5. Backlog of Untriaged Issues
The number of issues that remain unresolved or unassigned past the two-hour window
What good looks like for this metric: 5 or fewer issues
Ideas to improve this metric- Regular audits of untriaged issues
- Enhance staffing levels during peak times
- Integrate advanced triage software
- Develop a quick response task force
- Set up alerts for untriaged issues
Metrics for iOS Device Migration
1. Migration Completion Rate
The percentage of iOS devices successfully migrated to Microsoft Intune
What good looks like for this metric: 90-95%
Ideas to improve this metric- Develop a detailed migration plan
- Conduct pilot testing before full rollout
- Ensure adequate training for IT staff
- Engage in continuous monitoring and feedback
- Allocate sufficient resources for the project
2. Post-Migration Device Performance
Measure the performance of devices post-migration, focusing on speed and application responsiveness
What good looks like for this metric: Performance increase of 10-20%
Ideas to improve this metric- Optimize device settings during migration
- Update applications to the latest versions
- Conduct regular performance assessments
- Encourage employee feedback for improvements
- Monitor and address any reported issues promptly
3. Security Incident Reduction
Track the number of security incidents after migration compared to before
What good looks like for this metric: Reduction of incidents by 30%
Ideas to improve this metric- Enhance device security configurations
- Educate users about security best practices
- Implement regular security audits
- Continuous monitoring for any anomalies
- Use threat intelligence platforms
4. User Satisfaction Score
Survey scores from users regarding their satisfaction with the new system
What good looks like for this metric: 70% satisfaction rate
Ideas to improve this metric- Conduct user training sessions
- Offer a user-friendly interface
- Provide efficient troubleshooting support
- Incorporate user feedback into improvements
- Continuously update support materials
5. Network Access Success Rate
The percentage of successful network access attempts post-migration
What good looks like for this metric: Above 95%
Ideas to improve this metric- Ensure seamless network integration
- Update network policies for Intune compatibility
- Test network access at regular intervals
- Implement redundancy measures
- Provide support for network connectivity issues
Metrics for IT Department Efficiency
1. Incident Response Time
The average time it takes for the IT department to respond to an incident after it is reported.
What good looks like for this metric: 30 minutes to 1 hour
Ideas to improve this metric- Implement automated alert systems
- Conduct regular training sessions
- Set up a 24/7 support team
- Streamline incident escalation processes
- Utilise incident management tools
2. First Contact Resolution Rate
The percentage of IT issues resolved during the first contact with the user.
What good looks like for this metric: 70% to 80%
Ideas to improve this metric- Enhance self-service tools and resources
- Improve knowledge base quality
- Conduct specialised training for support staff
- Implement a feedback loop for continuous improvement
- Use advanced diagnostic tools
3. System Uptime
The percentage of time that IT systems are operational and available for use.
What good looks like for this metric: 99% to 99.9%
Ideas to improve this metric- Regularly update and patch systems
- Implement high availability solutions
- Conduct regular system monitoring
- Perform routine maintenance checks
- Use redundant systems
4. User Satisfaction Score
The average satisfaction rating given by users after IT services are provided.
What good looks like for this metric: 4.0 to 4.5 out of 5
Ideas to improve this metric- Offer regular customer service training
- Obtain user feedback and act on it
- Enhance communication channels
- Implement a user-friendly ticketing system
- Provide regular updates to users
5. Mean Time to Repair (MTTR)
The average time taken to fully repair an IT issue after it is reported.
What good looks like for this metric: 2 to 4 hours
Ideas to improve this metric- Improve diagnostic procedures
- Use automated repair tools
- Maintain an updated inventory of spare parts
- Enhance collaboration between IT teams
- Conduct thorough post-incident reviews
Metrics for Sales Support Performance
1. Quote Turnaround Time
The average time taken to respond to a quote request from initiation to delivery.
What good looks like for this metric: 1-2 business days
Ideas to improve this metric- Automate standard portions of the quote process
- Prioritise quote requests based on urgency
- Train staff on efficient quote management techniques
- Use templated responses for common quote requests
- Increase collaboration with other departments for quicker information gathering
2. Quote Accuracy Rate
The percentage of quotes that are accurate upon first delivery without needing adjustments.
What good looks like for this metric: 95%
Ideas to improve this metric- Implement a standard checklist for quote preparation
- Regularly update pricing and terms in quote templates
- Provide regular training on product knowledge
- Engage in regular reviews of past quotes to identify errors
- Improve communication with sales and product teams to clarify uncertainties
3. Project Completion Rate
The percentage of projects completed on time and within budget.
What good looks like for this metric: 90%
Ideas to improve this metric- Develop clear project timelines and budgets
- Assign a dedicated project manager to oversee progress
- Regularly monitor project milestones and adjust plans as needed
- Use project management tools to streamline collaboration
- Conduct regular project debriefs to learn and adapt
4. Customer Satisfaction Score
The average satisfaction score received from customers based on their interactions with sales support staff.
What good looks like for this metric: Above 80%
Ideas to improve this metric- Deliver regular customer service training
- Request feedback through follow-up surveys
- Ensure prompt responses to customer inquiries
- Create a customer-first culture by recognising outstanding service
- Analyse feedback to identify and rectify recurring issues
5. Number of Projects Managed
The average number of projects managed by a sales support staff member over a given period.
What good looks like for this metric: Depends on the company size and industry
Ideas to improve this metric- Streamline project management processes
- Offer training on multitasking and prioritisation
- Utilise project management software for better organisation
- Allocate resources based on project complexity
- Encourage cross-training to allow flexible staffing
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
Ideas 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
Ideas 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
Ideas 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
Ideas 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
Ideas 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
Metrics for Support Role Performance
1. Customer Satisfaction (CSAT)
Measures customer satisfaction with the service provided, usually through post-interaction surveys
What good looks like for this metric: 75% to 85% satisfaction rate
Ideas to improve this metric- Provide personalised responses
- Ensure timely follow-ups
- Offer multi-channel support options
- Use clear and concise language
- Continuously train staff on customer service
2. Quality Assurance (QA) Score
Evaluates the quality of support interactions based on predefined criteria
What good looks like for this metric: 85% to 95% QA score
Ideas to improve this metric- Regularly update QA criteria
- Conduct team workshops
- Implement a feedback loop for staff
- Use role-playing scenarios
- Review and analyse call recordings
3. Average Handle Time (AHT)
Tracks the average duration of handling a customer request from start to finish
What good looks like for this metric: 4 to 8 minutes
Ideas to improve this metric- Implement time-saving tools
- Provide comprehensive training
- Streamline internal processes
- Utilise call scripts effectively
- Regularly review AHT goals
4. Tickets Handled Per Hour
Measures the number of tickets resolved by a support agent in an hour
What good looks like for this metric: 8 to 12 tickets per hour
Ideas to improve this metric- Use ticket management systems
- Prioritise tasks effectively
- Encourage team collaboration
- Automate repetitive tasks
- Regularly assess ticket assignment
5. First Call Resolution (FCR)
Indicates the percentage of calls resolved without the need for follow-up
What good looks like for this metric: 70% to 85% FCR rate
Ideas to improve this metric- Provide extensive product training
- Empower agents to make decisions
- Enhance access to information
- Use customer feedback effectively
- Address common issues promptly
Metrics for Customer Service Platform Impact
1. Customer Satisfaction Score (CSAT)
Measures the percentage of customers who are satisfied with their service experience on the platform by collecting feedback after interactions
What good looks like for this metric: 80-85%
Ideas to improve this metric- Train customer service agents regularly
- Implement a robust feedback collection process
- Utilise automation for frequent issues
- Monitor and review agent performance
- Enhance knowledge database for agents
2. Net Promoter Score (NPS)
Assesses customer loyalty through how likely they are to recommend the service to others on a scale of 0-10
What good looks like for this metric: 30-50
Ideas to improve this metric- Focus on customer journey mapping
- Address pain points identified in feedback
- Provide timely and personalised responses
- Recognise and reward loyal customers
- Conduct regular product and service enhancements
3. First Contact Resolution (FCR)
Percentage of customer issues resolved at the first interaction, indicating efficiency and effectiveness
What good looks like for this metric: 70-75%
Ideas to improve this metric- Ensure agents have access to comprehensive information
- Provide decision-making authority to agents
- Implement initial troubleshooting steps in self-service
- Analyse repeat contact reasons and address them
- Utilise real-time collaboration tools for support
4. Customer Retention Rate
Percentage of existing customers retained over a period, reflecting long-term platform satisfaction and loyalty
What good looks like for this metric: 75-85%
Ideas to improve this metric- Develop loyalty programmes and incentives
- Regularly engage with customers via newsletters
- Offer personalised experiences and service
- Address customer feedback promptly
- Ensure competitive pricing and value delivery
5. Average Response Time
Average time taken for initial response by the customer service team, indicating responsiveness and efficiency
What good looks like for this metric: 10-12 minutes on chat; 24 hours on email
Ideas to improve this metric- Implement automated response systems
- Optimise and streamline workflow processes
- Schedule efficient shift rotations
- Set clear response time targets for teams
- Employ predictive analytics for demand forecasting
Metrics for Reprocessed Plastic Recycling
1. Annual Sales Volume
The total quantity of plastic products sold within a year
What good looks like for this metric: 10,000 MT in 2025, increasing to 50,000 MT by 2035
Ideas to improve this metric- Expand market reach through marketing
- Increase product quality to boost sales
- Enhance sales team training and incentives
- Identify and target key industries needing plastic
- Collaborate with international partners
2. Production Yield
The percentage of produced items that meet quality standards
What good looks like for this metric: 95% in 2025, aiming for 99% by 2035
Ideas to improve this metric- Implement quality checks at each production phase
- Invest in modern machinery and technology
- Train employees on quality control processes
- Conduct regular maintenance on equipment
- Incorporate lean manufacturing practices
3. Customer Retention Rate
The percentage of customers who continue to buy over time
What good looks like for this metric: 80% in 2025, increasing to 95% by 2035
Ideas to improve this metric- Enhance customer service and support
- Implement a loyalty program
- Regularly seek customer feedback for improvements
- Offer personalized deals and discounts
- Ensure high product quality and consistency
4. Cost per Metric Tonne (MT)
The cost incurred to produce one metric tonne of plastic
What good looks like for this metric: 10% reduction by 2026, aiming for 20% reduction by 2035
Ideas to improve this metric- Streamline procurement processes
- Negotiate better deals with suppliers
- Optimize production scheduling for efficiency
- Minimize waste during production
- Utilize energy-efficient machinery
5. Training Hours per Employee
The average number of hours each employee spends in training annually
What good looks like for this metric: 20 hours in 2025, increasing to 60 hours by 2035
Ideas to improve this metric- Develop a comprehensive training calendar
- Encourage online and external training sessions
- Introduce mentorship programs
- Link training to career development plans
- Utilize technology for training modules
Metrics for Network Isolation and Adoption
1. Migration Time
Time taken to migrate network infrastructure and services to the isolated network environment
What good looks like for this metric: Less than or equal to 1 day
Ideas to improve this metric- Streamline migration processes
- Use automation tools to reduce manual work
- Conduct trial runs to identify potential issues
- Provide adequate training to the migration team
- Develop clear migration documentation
2. Platform Services in Isolated Network
Percentage of platform services successfully transferred to an isolated network environment
What good looks like for this metric: 100% of services
Ideas to improve this metric- Create a detailed list of all platform services
- Use project management tools for tracking migration progress
- Allocate dedicated resources for network transition tasks
- Regular audit and feedback sessions
- Implement a tracking dashboard for stakeholders
3. Domain Services Migration
Number of domain-specific services migrated to the isolated network
What good looks like for this metric: At least 2 services
Ideas to improve this metric- Identify domain services with highest value impact
- Establish priorities based on current dependencies
- Develop an incremental migration plan
- Test services in the isolated environment iteratively
- Foster collaboration between domain and platform teams
4. Observability Noise Reduction
Rate of noise reduction and signal improvement in observability tools
What good looks like for this metric: Annually decreased noise with improved signals
Ideas to improve this metric- Adopt AI-based noise reduction solutions
- Regularly review and update monitoring configurations
- Implement automated alert tuning mechanisms
- Conduct team workshops on effective data interpretation
- Focus on continuous learning from alert incidents
5. Disaster Recovery Time
Total time required to complete the disaster recovery process
What good looks like for this metric: Complete within 2 days
Ideas to improve this metric- Increase automation in backup/recovery processes
- Develop efficient recovery scripts and workflows
- Invest in better infrastructure for faster processing
- Establish regular disaster recovery drills
- Monitor and optimise AWS usage to reduce limitations
Tracking your Support metrics
Having a plan is one thing, sticking to it is another.
Setting good strategies is only the first challenge. The hard part is to avoid distractions and make sure that you commit to the plan. A simple weekly ritual will greatly increase the chances of success.
A tool like Tability can also help you by combining AI and goal-setting to keep you on track.
Tability's check-ins will save you hours and increase transparencyMore metrics recently published
We have more examples to help you below.
The best metrics for YouTube Travel Channel- The best metrics for Unplanned Downtime on Forge
- The best metrics for Updated Inventory of Spare Parts
- The best metrics for Offshore Drilling Industry Growth
- The best metrics for Department Compliance
- The best metrics for Software Engineering Research
Planning resources
OKRs are a great way to translate strategies into measurable goals. Here are a list of resources to help you adopt the OKR framework:
- To learn: What are OKRs? The complete 2024 guide
- Blog posts: ODT Blog
- Success metrics: KPIs examples