Post #1866898
2026-04-30 05:29 UTC
KPIs are a double edged sword. Sometimes they're insane and soul crushing. Other times the KPIs you are given are embarrassingly easy to achieve, but everyone thinks you're actually working incredibly hard on something impossible, and KPIs become a lovely shield to hide behind and do your own thing.
Replies (1)
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@jpm@aus.social 2026-04-30 06:26
@evcricket and if meeting KPIs (or SLAs) is the only thing that matters, then doing anything to technically meet the KPIs is acceptable. Story time! At a large blue IT outsourcer that was the contractor for Australia’s largest telco, we had SLAs on incidents, with higher priority incidents having shorter agreed resolution times. Now, being ITIL compliant, you can turn an Incident into a Problem if the incident is persistent for an extended period of time, say longer than the SLA time of an incident. Of course, we also had SLAs on problems, which were significantly longer than incidents. Again, being ITIL compliant, you can turn a Problem into a Known Issue. Which had no defined SLA…