From the course: IT Service Desk: Monitoring and Metrics Fundamentals
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How to kill good data
From the course: IT Service Desk: Monitoring and Metrics Fundamentals
How to kill good data
- [Narrator] We spoke in the previous video about garbage in, garbage out. The quickest and easiest way to guarantee garbage data is to offer analysts and users alike the choice of options, such as other or miscellaneous. Here's why it's important to avoid those values. Analysts have a lot of work on their plate in a day. Many have phone lines ringing nonstop during the day. Others might have long complicated calls that take considerable time to resolve. The last thing a service analyst wants to think about is categorizing tickets into exactly the right classification so management can get more accurate reporting. If any drop down categorization list contains an option of other or miscellaneous, then this is the easiest and simplest option for them to be able to select and move on to the next piece of work that is coming their way. Similar reasoning goes for end users. They just want to log their call and get an answer.…
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