As a run on from this thread I thought I would ask what people thought about measurable standards of IT support in schools.
Here are a few that may get used and if people would like to comment on them and add more.
SLAs cover many things but here are a few.
Uptime of servers (mail/web/proxy/file/DCs/etc)
Reliability of client worksations / laptops
Repsonse time for incedents
Resolution time for incedents
Response time for requests
Resolution time for requests
Clarity of information (do people understand you guidelines? Do you even have any?)
Number of computers
Qualitative performance of computers
Just to start ....