Scenario:
You are the performance engineering manager for the end user support team of your organization. Your company has 100 employees divided into five upper-level managers, five middle managers, 50 engineers, 25 software developers, three administrative assistants, three sales and marketing personnel, two accountants, two human resource personnel, and your five-person (including you) end-user support team. Your team has to ensure that everyone has a laptop, as well as the associated applications with the appropriate capabilities for their job. In addition, a third (25) of the engineers and software developers also have a desktop computer loaded with their associated high-performance tools. Your team also has to ensure that the software is patched timely and efficiently, logging and monitoring is performed on all systems, and proper disposal of equipment is performed at the end of life. Most importantly, your team has to process ad hoc service requests, such as password resets, system updates, and application interoperability issues, all of which are handled as quickly as possible to keep the organization running smoothly and efficiently.
Task:
Identify at least three metrics (such as response time) describing the work performed by your team, and provide a rationale for your selection of each one.