Is your IT team currently being rewarded based on accelerated incident resolutions? If not, this could be a way to significantly improve your mean-time-to-resolution (MTTR), by including rewards that incentivize your Level 1and 2 technicians to quickly respond to and resolve issues. Furthermore, once MTTR becomes a benchmark metric for your team, additional improvements can be achieved via IT process automation.
Why is MTTR so important? Consider for a moment that 86% of companies suffer some type of system outage each year. One survey conducted by the Ponemon Institute revealed that an outage like this can cost a business an average of over $366k annually. Managing such an outage and bringing critical systems back up as quickly as possible is fundamental in how it will impact the future health and ongoing success of the business.
To improve MTTR, IT managers must find a way to drive home the importance of quick response and timely incident resolution to front line employees. What’s the best way to do this? Incentivize. Here are a few key ways you can motivate your team:
- Set clear, specific and measurable key performance indicators (KPIs) at both the individual and team level.
- People are motivated by different things, so offer varying rewards that include a mixture of monetary incentives as well gifts and other non-monetary perks.
- Don’t diminish the value of flexibility as a reward, i.e. the ability to work from home or on a more flexible schedule.
- Keep the entire process transparent and conduct regular performance reviews. The IT industry in and of itself is defined by specific causes and effects, and those who work within tend to be analytical and results-driven. Make incentives clear and attainable and measure progress regularly for optimum results.
These are some of the ways you can make an incentive program successful. Now, let’s take it a step further and look at what specific metrics should be measured as part of the overall incentive plan.
- Response Time – Amount of time it takes to connect with a support agent
- Average Handle Time (AHT) – The average amount of time support spends handling tickets, calls or chat sessions
- First Call Resolution Rate (FCR) – The number of incidents that are resolved during the first call or session
- Escalation Rate – The number of incidents that are escalated to upper tier levels
- Service Level Agreement (SLA) – Whether specific service levels, such as promised resolution timeframes, are being successfully and consistently met
Of course, these are the basics that relate directly to MTTR. Each IT team may have additional metrics for which they are responsible, based on the specific roles and needs of that particular organization. When these five KPIs are tracked and measured, management can obtain a much clearer picture of how critical incidents and outages are being handled and where improvements can and should be made for future success.
So, where does IT process automation come into play? It’s simple, really. ITPA allows technology to do much of the heavy lifting in terms of managing incidents, ensuring that notifications are sent to the right people at the right time and making it easy to track progress at any point within the process. To take it one step further, IT process automation can even provide the opportunity to proactively handle incidents so that they can be resolved before they become a serious problem. All of this leads to improved MTTR and allows IT personnel to successfully achieve their goals and earn their incentives.
Want to learn how you can leverage ITPA to not only incentivize your IT personnel, but also get your critical systems back online in minutes? Start your free trial today!