Eight Essential KPI's for Managing Desktop Support
How Does YOUR Desktop Support Stack Up?
Eight Essential KPI's for Managing Desktop Support
Introduction
When it comes to end-user support, most people automatically think of the Level 1 Help Desk. The Help Desk has been extensively studied and researched, and the Best Practices for Level 1 Support are well documented and well understood. The same, however, cannot be said of Level 2, or Desktop Support. This critical support function has historically received far less attention than the help desk, and for most IT organizations it represents a fertile opportunity for performance enhancement. This is particularly true when it comes to Key Performance Indicators for Desktop Support.
In this article, MetricNet, a leading source of online benchmarks and a pioneer in Desktop Support benchmarking, identifies and defines the eight most important performance metrics for Desktop Support. They will share the results from more than 100 Desktop Support benchmarks, and discuss the importance of taking an integrated approach to managing End-User Support.
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