Final Project Milestone Two Rubric: Metrics

 

IT 261 Final Project Milestone Two Rubric: Metrics

Before you begin preparations for Milestone Two, be sure you have read the Final Project Document, which provides an overview of the instructions, expectations, and grading criteria for the project as a whole. This document is available for review in the Assignment Guidelines and Rubrics section of the course. 

Please utilize your text, course learning resources, the Shapiro Library Multi-Search tool, and other reputable sites on the internet as sources of information. 

Using the PowerPoint file from Milestone One, create new slides and speaker notes for the second and third sections of the course project.

II. Describe what key performance indicators (KPI) will be used to measure and track help desk performance.

III. Describe the importance of client satisfaction as a measure of IT help desk success, specifically for TechWare. 

Please note that the course project intent is to introduce students to the ITSM process. For the intended learning and exposure to the course project topics, assumptions can be made and any such assumptions should be documented.   

Guidelines for Submission: College-level writing is expected. Submissions should be free of major grammatical and/or spelling errors.  

Critical Elements	Exemplary (100%)	Proficient (85%)	Needs Improvement (55%)	Not Evident (0%)	Value
Key Performance Indicators (KPI)	Meets “Proficient” criteria, and KPIs are particularly relevant given the scenario and can provide the basis for a full plan for improving IT service	Establishes KPIs based on the scenario and identified issues that could be logically used as the basis for improvement of service levels	Establishes KPIs, but not all KPIs are based on the scenario and identified issues, or not all KPIs could be logically used as the basis for service level improvement	Does not establish KPIs	50
Importance	Meets “Proficient” criteria, and support includes exceptional examples with scenario-specific context and professional or scholarly sources that highlight the organizational “big-picture” importance	Describes the importance of client satisfaction as a measure of IT help desk success with relevant support from scenario and external sources	Describes the importance of client satisfaction as a measure of IT help desk success, but lacks relevant support from scenario and external sources	Does not describe the importance of client satisfaction as a measure of IT help desk success	40
Writing (Mechanics, Citations, Formatting)	Submission demonstrates no errors related to organization, grammar and style, and citations (if needed)	Submission demonstrates minor errors related to organization, grammar and style, and citations	Submission demonstrates some errors related to organization, grammar and style, and citations	Submission demonstrates major errors related to organization, grammar and style, and citations	10
				Earned Total	100%