Managing IT Professionals

By Rob Jolliffe | March 17, 2014
2 min reading time

One of the biggest problems managing computer science staff in a manufacturing business is that few if any in management are in a position to measure the quality of their work.  Management generally relies on gut feel and reports from the very staff they are trying to measure.

Managed services include network monitoring software products that collect statistical data from the computer systems in your organization.  These statistics measure Critical, Important and General errors and information logged by servers and computers over the course of a month.  Sabre takes that information and as part of your service generates a monthly report on monitored system health.

The information in these statistics are not subjective.  They are the real reported data being returned from the computer’s “Event Logs” and are part of every Windows computer.  This is very similar to your car’s on-board computer.  These reports show that the “check engine” light is on or not on and if it is why.

It becomes fairly easy to measure the performance of your IT department with such software installed.  Management receives the report through a 3rd party every month; If the number of Critical and Important reported issues decline during a month – your IT staff are getting on top of the problems;  If they increase, your IT staff are not handling the needs of your network.  If they stay steady – no progress is being made or lost.  Certainly some critical issues are chronic and might not need emergency repair, but some are critical and urgent and must be dealt with.  The report highlights these so that you know which category things should be placed in.

The use of this service as a KPI for your IT service department – in addition to all the other benefits (preventive maintenance, better desktop support, and faster response times) is a very important part of why Sabre recommends this service.

Rob Jolliffe

Robert has been an ERP consultant in the Manufacturing space for over 25 years, starting immediately after graduating University of Toronto Engineering. In addition to a deep knowledge of Manufacturing (including teaching MRP at the Supply Chain program at Conestoga College in Kitchener, Ontario, Canada) Robert holds a Microsoft Systems Engineer designation and is much less of an expert in Networking and IT infrastructure than he thinks, but is still pretty good. He also has applied his engineering skills to learning programming, and is warned frequently by the professional developers who work for him that he is pretty good, but don't write any code for customers without letting them check it.

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