In Progress # 48 IT Performance By June 2020, Information Services will analyze, standardize and improve the problem resolution process across all service delivery teams, using performance metrics to measure success. Key Steps 1 2 3 4 Determine key performance indicators based on tickets to IT Support and establish measurements and goal. Create online dashboard for our top five customers to track our key performance indicators from our ticketing system. Assign a liaison to each department to provide a single point of contact, and meet at least twice a year or more with their respective departments. Plan Reference: Collaborating Depts: Target: Progress: 6.D.ii ALL Standardization of Workflow 30%