From the course: IT Service Desk: Monitoring and Metrics Fundamentals
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Less is sometimes more
From the course: IT Service Desk: Monitoring and Metrics Fundamentals
Less is sometimes more
- [Instructor] In the context of IT service management, some data that we collect is inescapable. For example, the person who logged the call, the time the call was logged, the source of the logged call, et cetera. These data points are critical and are also simple to collect as there is no ambiguity to this type of data and some of it is even system generated and requires no input from the user or analyst. However, there are other data points that are subjective and not as cut and dry. These are things such as category, urgency, resolution, et cetera. The key to good data is to reduce the amount of subjective data points that service management analysts have to choose from. Wherever possible, eliminate lists or user-selectable values that can mean different things to different people. And remember, never use other or miscellaneous. Let's look at an example of a common approach to incident classification that is…
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