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In yesterday’s post, I talked about small bites of data, my New Month’s resolution for January is to reach IT ticket queue zero.

How will I measure it? There are two metrics that I want to use. The first is straightforward: what is the number of open IT tickets? The second is harder to measure: how do I increase uptake of the IT system in the organization? Or put another way: are the IT ticket status an accurate reflection of issues that my colleagues are encountering with our IT systems? “Not fully” is my answer.

What is my starting point? As a starting point, we currently have 22 open IT tickets. They range from in scope and priority from critical to low. Of the eighteen staff we currently have, four have not logged into Salesforce in over a month.

What is my end point? First, I’d like to get IT ticket inbox to zero. This means closing open tickets that have already been resolved, but aren’t updated as such, resolving the ones that are relatively “simple”-i.e. don’t require outside expertise or interdependency on other systems here, and communicating to the the owners of the IT tickets that we can’t immediately fix so that they know the status of their problem.

I also want to make the IT system easier to use. Salesforce Cases provides an almost perfect out of the box way to do support.

Still, I have plans to make it easier to use (for my colleagues) and to leverage its communications ability which I’ll post about tomorrow.