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  1. Position the collection and reporting tools for easier collaboration. 
    Rob's laptop now owns all the files; yes, backups are made.  A shared filesystem would be a better idea -- the Help Desk does not run a fileserver, Barb G says, so we'll rely on AFS until they do.  Quota is a concern.
  2. Switch from RT-export to Warehouse-export for dashboards and for monthly case-analysis. 
    Resolve to just live with the reduced reporting capability for certain variables, and enjoy the enhanced reporting of certain others (that the help desk arguably would find more useful anyway).
  3. Document / Diagram the locations, paths and processes where data is generated, recorded, reported. 
    Draw arrows and make labels.
  4. Play out the Measures Architecture model for all the variables reported on. 

Goals

By the end of FY10 Q1 (end of August 2009) a new help desk metrics engine will be driven by the RT-to-Warehouse reporting path, will be well-documented and broadly shared with Help Desk staff, and perhaps largely operated by Help Desk staff.