The help desk is one area where the effects of SaaS could be measured. Focus on measuring and understanding the cost efficiency and productivity that SaaS brings to the organisation.
Gauging the Power of Social Media
Social media tools used within an organisation allow more support specialists to be alerted to a problem, to contribute to the solution, and to be educated about the solution for future use. Look at how employees are using social media to solve problems and how social media affects staff and end-user satisfaction. Some of the metrics to consider include the average speed to resolve problems, the reduction in e-mail volume related to problem solving, and increased collaboration among agents and teams.
Christopher Rixon is principal solutions marketing manager, and Chip Salyards is vice president, Asia Pacific, BMC Software
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