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performance review of IT section

looking for some sort of checklist or ideas in terms of criteria in which to critically appraise the performance of our IT service, which is partially in house and certain functions outsourced. I know there are obvious areas such as time to resolve incidents/service requests, uptime of critical apps etc. But was hoping if you work in a contract monitoring type role where you outsource certain IT functions if you have any criteria in which you audit/assess the relevant team against.
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Much interested to have a view on this too.

Thanks for bringing this up.
IT Manager
Top Expert 2010
Commented:
"critically appraise the performance of our IT service, which is partially in house and certain functions outsourced"

Most corporations relies on outsourcing these days. We outsource most IT services now and I work in a contract monitoring type role in my workplace.

From my view of a Helpdesk Administrator, the appraisal of outsourcing includes the following:-

1. Response time and work attitude
2. Communication skill
3. Knowledge on current trend of technology change
4. Change management; and
5. Transparency of operation in details

Technically, in-house and outsourcing should use same set of appraisal criteria but normally you need an external auditor to give critical appraisal of your in-house team to give an objective appraisal.

Finally, having an appraisal system in place might not help if your IT budget is very tight and you need to try very hard to convince your management to make a change.
Brian BEE Topic Advisor, Independant Technology Professional
Commented:
I like Jackie's ideas. Also would suggest a survey of your users to see if everyone is happy with the service they are receiving. Perception can go a long way in helping to ensure funding.