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Master of Tickets

By George V. Neville-Neil

Communications of the ACM, Vol. 63 No. 4, Pages 28-29

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Dear KV,

I hope it is OK to write a letter to you as I am not a programmer, but I enjoy your columns (very funny and informative!) and I see you sometimes discuss topics other than code. I work in IT support, and the company I work for evaluates us based on the number of tickets we close. This seems to be a poor way to judge performance, as it is easy to game the system. For instance, you can take a lot of trivial tickets and close them quickly and look like a rock star. I guess my question is more about how to value work, which is maybe too big a topic for a KV column.


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