Desktop Support Balanced Scorecard | Metric of the Month
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.