At BigCyber, we often see too many metrics swirling around SaaS and service operations departments. Don’t get lost in a “data grenade” where you measure everything but understand nothing.
Lead, don’t manage: operational metrics are an output (not input) of your leadership. If you lead your people the right way, the metric takes care of itself. Don’t expose every metric on your scorecards. Create an organization that hits their number and they don’t even know it. First Rule of critical ratios; don’t talk about critical ratios.