Thomas Lam, IT Manager
We have been using our “new” issues tracking system (JIRA) to track customers’ issues and IT projects for many months. So far, this new issues tracking system is working really well for both our IT staff and non-IT staff.
Apart from helping us to manage our IT issues efficiently, our issue tracking system also collects crucial statistics about IT issues resolutions. For instance, I could check how quickly we complete IT tasks and issues as shown in the following chart:
I could also check how well our department in coping with ever-increasing workload from our customers and marketing department, as depicted in the following chart:
I think we are doing well so far and we (IT) could improve on this. In three months time I’ll post more updates on these two charts. So stay tune!