2023-02 Department of Information Technology Help Desk and Help Desk Work Orders

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No Performance Metrics Overview The Control Objectives for Information Technology (COBIT-19) is a framework that provides guidelines for IT governance, risk management, and performance management. It recommends defining key performance indicators (KPIs) to measure IT processes' effectiveness and efficiency and align them with the organization's goals. More specifically, "management should prioritize initiatives for improvement based on potential benefits and costs. Implement agreed improvements, operate as normal business practices, and set performance goals and metrics to enable monitoring of improvements." Some KPIs recommended by COBIT-19 include: • Availability and reliability of IT services • Mean time to repair (MTTR) for IT incidents • Number of IT security incidents and their severity level • IT project delivery on time and within budget • Compliance with regulatory and legal requirements ITIM, or IT Infrastructure Library (ITIL) Maturity Model, further emphasizes the need for developing and maintaining KPIs to measure IT service delivery, support, and management. Some KPIs include: • Customer satisfaction with IT service • Number of IT incidents and their resolution time • First call resolution rate for help desk support • Service level agreement (SLA) compliance • Change success rate for IT changes In summary, KPIs are critical in effectively measuring and improving IT performance while ensuring end-user satisfaction. Audit Activity We reviewed the Government Accountability Office's Information Technology Investment Management Manual, department program objectives, and industry best practices, compared help desk workflows, conducted site visits, interviewed appropriate management and staff, and identified the following weaknesses: • The Help Desk lacks key performance indicators (KPIs) and metrics to measure quality, customer satisfaction, and productivity • Although the Help Desk had planned to develop service metrics to improve service quality and response in its 2010 program objective, this has not been implemented • The Help Desk does not adhere to any industry standards or best practices • Help Desk staff do not know how to adequately utilize its current software to compile performance data and metrics • The Help Desk is unable to measure its performance No Performance Metrics 20