There is only one metric that really matters, and that is what your users think. You can collect all the stats you want, and put whatever spin you like on the figures, but if your users think you suck, then in the view of 99% of the company, you suck.

So my suggestion is; do what Cisco and other customer focused companies do, and for every ticket closed, send a satisfaction survey to the user. Don't make it long, it only has to be 4-7 questions where they rate the key things you did on a scale of 1-5, and should take the user less than 2 minutes to complete.

Then, you will have incredibly meaningful stats to show the good work you are doing. Or, you will have the precise information that shows what you need to do to get recognized for doing good work.

Just think about it., what is better:

a. For the last month there were 82.5% if tickets were resolved within the department KPI target,

or

b. For the last month 82.5% of staff indicated they were happy or very happy with IT support

I would agree that paid support is for the vast majority of the time, quite worthless. It is just like insurance. When everything is fine, it is a waste of money. Even then, over a period of time, the insurance companies don't stay in business by paying out over the odds.

Paid support is like a bad insurance contract - when you go to claim, you are never sure just what value you are going to get. My experience is; about half the time I have had to call on a paid support contract for help I have nutted it out myself before the support service has. Never the less, when all else fails, any help you can get is better than none.

I've decided to wait 2 months until the prices trend down again. Sheesh, who is stupid enough to fall for that old profit grabbing ploy, yet again.

and:

23. Tivo

argh, forgot:

22. ipad

Top this:

1. my work laptop
2. my personal laptop
3. my desktop
4. my wifes laptoip
5. oldest child laptop
6. middle child laptop
7. youngest child laptop
8. my smartphone
9. wifes smartphone
10. oldest child smartphone
11. middle child smartphone
12. youngest child smartphone
13. xbox
14. wii
15. PS3
16. Family TV
17. Bedroom TV
18. Kids room TV
19. wifi VoIP phone
20. Oldest sons Uni desktop
21. Wifes printer

Though I would have a longer list, but now I count up I realize all the other network devices are on UTP.

... Basslink too! Fantastic. What a great resource.

Where did you work, and are they hiring?

a-choo - excuse me. So a Toyota Camry is the best all-round performer of vehicles on the road today, But if you want super performance, buy a Ferrari, and if you want to haul freight, buy a Mac truck. Really? Wow. Could a more pointless generalization be possibly made about programming languages? What it really points to is that Google have now totally lost the plot in their love affair of their own cleverness. Hello Borg Mk II

I am pretty sure no one who has a high degree of job satisfaction gets RSI. Maybe the headline should better read 'ATO a crap place to work.... staff jump on RSI bandwagon to get more time off'

Right so you have proved the point right there, so you have, to be sure to be sure.

When you have the finest beverage ever made, why would you complain about not having other choices? Think of the time it saves the drinking man - 'I will have a pint of _______' or 'I will have a pint'. - which means a pint of Guinness of course, since that is the only choice. That is probably like 2 seconds saved on every round, which over a year of drinking would add up to 1.5 HOURS per year - or in real terms, 4 pints per year extra!!!!! Choice - bah.

The start of the problem was Barr mouthing off to the Anonymous contact about what he was going to do. Clearly, his ego is to blame for the trouble it caused his company.

The book is called 'The Emperors New Mind'. Personalty, I find his conjecture cogent.

... is that that would be finding when the 'sponsor' is a company called BioCote. Now I wonder what product they make?