Tempo nao eh medida de eficiencia
Tempo nao eh medida de eficiencia. E eficacia nem sempre eh o q o cliente precisa.
Algumas empresas tiram relatorio do sistema de tickets e julgam melhores analistas os que resolvem mais tickets em menos tempo.
Resultador natural: nenhum analista vai pegar os tickets mais complexos e trabalhosos.
O ITIL ja disse que nao deve ser assim, e como o ITIL e 90% bom senso e 10% nomenclaturas, porque algumas empresas ainda usam isso como metrica ?
Porque a maioria acha que ITIL (e bom senso) é aplicado de forma restrita ao setor de atendimento. O diretor diz: “Aqui todos sabem ITIL, e nosso atendimento é melhor”, mas na hora de analisar seus analistas, a visão é distorcida.
Cito isso por causa dos problemas que existem que sempre falo: quando um cliente quer por algo em whitelist, o analista faz. Assim o chamado é fechado e o cliente fica satisfeito. O serviço de segurança vai pro brejo, mas o principal é atender o cliente.
Enquanto o cliente não comprar SEGURANÇA, ele vai ter sempre seus chamados de “segurança” atendidos prontamente.
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