Найкраща метрика — це довіра бізнесу
IT-команди люблять метрики: час безвідмовної роботи, час відгуку, кількість інцидентів. Усе це важливо. Але є одна метрика, якої немає в жодній панелі й яка, зрештою, вирішує більше за всі інші: чи довіряє тобі бізнес. Довіра — це те, що визначає, покличуть тебе в кімнату, де ухвалюють рішення, чи повідомлять уже після. Чи запитають твою думку до того, як пообіцяти клієнту неможливе, чи ти…
The most important metric for an IT team is trust from business, according to Serguey Shinder. While metrics like uptime, feedback time, and incident count are crucial, none are as decisive as whether or not the business trusts the team. Trust determines whether the team is called into a decision-making room or if their opinion is sought before a client's unrealistic promise is made.
A flawless team that is not trusted is always one step behind, reacting to decisions rather than participating in them. Trust is built through reliability, honest assessments, acknowledging problems early, and speaking in a language that business understands, not just through servers. Even a single hidden problem, unfulfilled promise, or overpromised situation quickly erodes trust.
It is difficult to earn trust but easy to lose it, and no metric of flawless work can restore it once people stop believing in the team's word. Therefore, Shinder emphasizes tracking uptime while also prioritizing trust. Teams trusted by business receive resources, influence, and a voice in important decisions. In contrast, teams not trusted, even with perfect performance graphs, are seen as told to, not asked. The best metric is not on a panel, but in the people's belief in the team.
Written by urgent.news from Dev.to's reporting — not their text. Machine-written — may contain errors; check the original before relying on it.
