Key performance indicators (KPIs) are essential for driving operational improvements. Infrastructure and operations managers use KPIs to present performance details for every level of an organization. It is important to pick the right KPI to ensure maximum effectiveness and long-term value. Real-time metrics dashboards can be used for monitoring KPIs, so teams can easily and promptly make decisions. JIRA metrics are used for measuring vital efficiency. You can learn more about this when you check this out. Measuring efficiency can be done by considering the following:
Team Priorities
In infrastructure and operations, focusing on fixing one problem can delay a team’s ability to work on something else. Thus, they should learn to prioritize when fixing problems to deliver the most value. But priority issues occur beyond the control of teams that respond to them. Comparing the volume of tasks or issues based on their kinds and the average time teams spend resolving them allows them to determine if they are focusing on the right things.
Teams must keep in mind the difference between elapsed time and time spent. They must resolve high-priority issues in the least amount of time without reducing the effort. And they should allocate enough amount of time for resolving high-priority issues.
Team Members
Often, first-line service desk agents are assigned to fix issues. These people are usually lower-skilled and lower-cost call agents. But no matter how processes are divided across JIRA projects, the kinds of issues, and assignees, the highest-paid people must be assigned to do the most significant jobs.
Efficiency (Mean Time to Respond)
Mean time to resolve refers to the average time a team needs to develop a feature or complete a task. It is important to assess the speed at which the team is doing its job. This is a significant consideration and efficiency indicator.
Quickness of Response (Mean Time to Respond)
Studies show that responding quickly to customers improves their satisfaction. Whether or not a problem is resolved right away, a quick response is important. Teams must measure this initial response time when they create a better customer focus. No matter where the issue comes from, it is raised by the customer.
Issue Burndown
No matter the kind and volume of issues, executives should determine if they can burn down the issues. This can be done by comparing the number being opened and closed.
Usually, JIRA reports on the backlog; however, this does not indicate long-term resource capacity. Seasonal factors affect the frequency of issues.
