First Level Resolution (FLR) is a critical cost metric that every service desk should track and trend. In fact, FLR is the key to minimizing the Total Cost of Ownership (TCO) for end-user support. Few organizations understand the concept of defects when it comes to tickets that are needlessly escalated beyond Level 1. Fewer still understand the huge costs associated with these defects. MetricNet’s research and benchmarking experience, however, shows that the cost of escalation defects – tickets that should have been resolved at Level 1, but were not – sometimes approaches, or even exceeds the entire operating cost of the Level 1 service desk!

In this blog, MetricNet provides a working definition of First Level Resolution, illustrates how costly escalation defects can be, and provides four very specific recommendations for maximizing First Level Resolution.

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The average Desktop Support organization tracks fewer than 5 KPI’s. However, there are literally hundreds of KPI’s that have been defined for Desktop Support. The vast majority of these metrics, however, are only marginally relevant – at best! When it comes to KPI’s for Desktop Support, less is more!

In today's blog, we discuss Technician Utilization.

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The average Desktop Support organization tracks fewer than 5 KPI’s. However, there are literally hundreds of KPI’s that have been defined for Desktop Support. The vast majority of these metrics, however, are only marginally relevant – at best! When it comes to KPI’s for Desktop Support, less is more!

In today's blog, we discuss Customer Satisfaction.

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One of the most common questions I hear from IT support managers is “How many agents do I need in the service desk?” It’s a great question, but one that is rarely answered adequately. The result is that many the service desks are not staffed properly because they do not follow any sort of proven methodology when making headcount decisions. Instead, they rely on “gut feel” or “instinct” when it comes to staffing the service desk.

In this blog, MetricNet defines a rigorous methodology for determining the appropriate agent headcount for the service desk. Following the approach outlined in this article, your service desk can be assured that it will be staffed to meet the needs and expectations of its customers, while simultaneously delivering services in an efficient, fiscally responsible manner.

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The average Desktop Support organization tracks fewer than 5 KPI’s. However, there are literally hundreds of KPI’s that have been defined for Desktop Support. The vast majority of these metrics, however, are only marginally relevant – at best! When it comes to KPI’s for Desktop Support, less is more! Read More

Benchmarks can be fundamentally broken down into two types: Cost Benchmarks, and Price Benchmarks. A Cost Benchmark applies when you are benchmarking your own, internal, in-house Service Desk, Call Center, or Desktop Support Group. A Price Benchmark, by Contrast, applies when you are benchmarking an outsourced Service Desk, Call Center, or Desktop Support function. Read More