The great thing about automation and robots are they do what they are told to do. The challenge, however, arises when an introduction of a variant requires a change, a shift in behavior that will adjust to the right course of action. When managing an IT Enterprise, or dealing with end-users for customer and technical support, the world is full of variants. Constant adjustment, intervention and direction setting are required. Metrics are thus key to knowing where changes need to be made, and if they are the right changes. ITIL, ITSMF, HDI and others have taught us the sooner you can identify a trend, the sooner you can head off a negative outcome. Listen in this week as Inforonics Scott Taylor, Support Architect, and Matt Hooper, CIO, discuss the metrics they use to manage the IT enterprise and customer support functions.