Page 1 An IT performance measurement case studyOrrin KlopperNetsuritPage 2 Balance 2Page 3 6 big mistakes we made 3Page 4 Top grading 4Page 5 Best practice obsession 5 http://www.houseofzing.com/book/view.htmlPage 6 Performance based pay 6Page 7 Systems management 7Page 8 Ticketing 8Page 9 Quality control 9Page 10 TTV™Page 11 Performance measurementPage 12 EfficiencyPage 13 Client care averagePage 14 SLA – response timePage 15 SLA – resolution timePage 16 Did we do it right?Page 17 Client ticket ratingPage 18 Average hold time in secondsPage 19 Balance 19Page 20 Plans going forward • Drive ITIL wins• Increase efficiency • ISO 20 000 target Feb 28 2012• Maximise automation• Focus on our people• Have fun 20Page 21 Thank You Questions?