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Businesses

Ideal, and Actual, IT Performance Metrics? 321

An anonymous reader writes "Recently it was revealed that our company measures IT performance by the time it takes to close trouble tickets. I consider IT's primary goal to be as transparent to the user as possible, thus this metric was rather troubling to me. Shouldn't we be focused on reducing calls, rather than simply closing them quickly? My question is: How is your IT performance measured, and how do you think it should be measured?"

Comment Use your sense of self-respect + humor (Score 1) 902

Set up a queue where each request is filed, categorized, cataloged and publicly visible. Now, any next prick who wants to skip ahead of the queue will have to pay 2 times the number of skipped items times a dollar (or ten, if you company is well off). Half of this amount is yours, half is deposited to the "bank". At the end of the week/2 weeks/month these money are used to buy free coffee & donuts, lunch, pizza, whatnot for those who got overstepped/your boss/everyone (you decide). This way people will only want to skip the queue if it's really important AND they won't feel bad about giving their money away (since you're buying your coworkers lunch or donuts or whatnot).

Comment Re:"including child pornography..." (Score 1) 224

Just because you haven't heard of them doesn't mean nobody haven't. 3FN.net used to heavily advertise in Russia (I still saw their banners today on some Russian-speaking forums) as the hosting that is sustained to abuse reports. What this means is you can host any illegal content there and when *rights holders call hosting will send him to /dev/null.

Comment Re:Yahoo (Score 1) 437

Don't they own part of it already? If I am not mistaken, there was some investment at the beginning of the century that was much talked about how MS is sponsoring Apple to be their only (supposedly controlled) competitor on desktop OS market.

Comment Re:He has a point about linux (Score 1) 400

Honestly, I wouldn't speak for all the people. But the people I know don't want stripped down anything, people I know want the fastest CPU ever, as much RAM as possible, 10 to 14 hours of battery life packaged into sub-4 pounds that fits a small backpack or light bag. Not sure if you've seen any of those, they're called developers, project managers, designers, etc. They have larger screens, full-size keyboards at their desks and homes, they just need something portable enough to travel between places, work on train/bus or plane. Now, eeePC sucks for all intends and purposes. Now tell me - does my experience defy yours? How about yours to mine? See what I mean? :) P.S. Get a good warranty for your laptop. I owned about five IBMs/Lenovos for past 6 years and whenever something broke (usually it happens because I treat equipment mercilessly bad) the replacement was at my door second business day after call to support - for free (as in - warranty paid for it). The longest downtime I ever experienced was when BOTH harddrives died in my laptop at the same time and I had to restore stuff from multiple old backups.

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