The metrics which follow and the goals which have been set can be used to measure our performance and also assess our progress in providing adequate and useful service to our customers.
The following is a list of services for which we have established metrics and goals. (NOTE: At this point we don't actually review the metrics as a measure of performance. We do however use the information from the triage report to target tasks for the day with regard to keeping things running. We still need to define, quantitatively as well as qualitatively, what constitutes inadequate performance using the metrics available, whether they're already in place or need to be collected.)