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https://confluence.cornell.edu/display/metrics/Successful+Metrics
Jun 25, 2012 · Service Level Metrics monitor the quality and effectiveness of IT services and determine if customer expectations are being met. S.M.A.R.T. Metrics. Metrics should be defined to evaluate performance and a mechanism developed for tracking metrics. Metrics should be quantifiable and underlie the concept of success. Metrics should be S.M.A.R.T. ...
https://www.geckoboard.com/blog/top-5-customer-support-metrics-you-should-track/
Nov 29, 2016 · View the pros, cons, visualization examples, benchmarks and more for Ticket Backlog here. Track Customer Support Metrics Live. Improve the effectiveness of your customer support team by tracking these key metrics on a live TV Dashboard.
https://opsdog.com/resources/5-it-support-kpi-examples-for-it-managers/
The Unit Cost: Customer Support Ticket KPI for the IT Department measures the total expense incurred by the User Support & Services compared to the total number of customer support tickets opened over the same period of time. Though a bit different than the previous IT support metrics, defining the cost of operations is a must.
https://techbeacon.com/enterprise-it/8-it-service-management-metrics-matter-most
Figure 1: The 23 most commonly used IT support metrics. This is a classic example of quantity over quality, where IT support wrongly assumes that it's doing something useful by tracking all these metrics. The vast majority of these metrics, however, are only marginally relevant at best.Author: Jeff Rumburg
https://www.zendesk.com/resources/top-10-help-desk-metrics/
But in the world customer support, the number of metrics you can pay attention to are roughly 10 billion, give or take a few. Focusing on everything from employee performance, issue resolution, average handle time, and more, it can be difficult to know what you should be tracking and what you don't need to …
https://blog.mavenlink.com/the-top-10-performance-metrics-examples-project-managers-cant-afford-to-miss
It is imperative to keep track of performance metrics throughout the entirety of a project's lifecycle. Keeping track of key performance indicators allows a more accurate understanding of project status, success, and profitability. Check out these 10 examples of key performance metrics that every project manager can't afford to miss. 1.
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