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Today’s technologies and reporting packages make it easy to capture copious amounts of performance data. Most support managers can tell you everything from last month’s ticket volume to yesterday’s mean time to resolve. But what does it all mean? If my cycle time goes up, but my cost per ticket goes down, is that good or bad? Is desktop support performing better this month than it was last month?

Despite all the data that support managers have at their fingertips, most cannot answer a very basic question: How is desktop support performing? The balanced scorecard resolves this dilemma by combining the most important desktop support KPI’s into a single, overall measure of desktop support performance.

MetricNet’s research shows that establishing an overall performance metric for desktop support is critical. We call this metric the balanced score because it truly does communicate a balanced picture of desktop support performance. The balanced scorecard is a mechanism that aggregates the most important desktop support metrics – such as cost per ticket and customer satisfaction – into a single, all-inclusive measure of desktop support performance. The value of this metric, when tracked over time, is that it enables desktop support to determine whether overall performance is improving or getting worse.

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Jeffrey Rumburg

Jeff Rumburg is a co-founder and Managing Partner of MetricNet, where he is responsible for global strategy, product development, and financial operations for the company. As a leading expert in benchmarking and re-engineering, Mr. Rumburg authored a best selling book on benchmarking, and has been retained as a benchmarking expert by such well known companies as American Express, Hewlett-Packard, General Motors, IBM, and Sony. Mr. Rumburg was honored in 2014 by receiving the Ron Muns Lifetime Achievement Award for his contributions to the IT Service and Support industry. Prior to co-founding MetricNet, Mr. Rumburg was president and founder of The Verity Group, an international management consulting firm specializing in IT benchmarking. While at Verity, Mr. Rumburg launched a number of syndicated benchmarking services that provided low cost benchmarks to more than 1,000 corporations worldwide. Mr. Rumburg has also held a number of executive positions at META Group, and Gartner. As a vice president at Gartner, Mr. Rumburg led a project team that reengineered Gartner’s global benchmarking product suite. And as vice president at META Group, Mr. Rumburg’s career was focused on business and product development for IT benchmarking. Mr. Rumburg’s education includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. He is author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement, and has taught graduate-level engineering and business courses.

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