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How Does YOUR Service Desk Stack Up? 

Maximizing First Level Resolution:

The Key to Minimizing End User TCO


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 article, MetricNet, a pioneer in Service Desk, Desktop Support, and Call Center Benchmarking, 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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Angela Irizarry

Angela Irizarry joined MetricNet in early 2013. In her current role as Vice President and Chief Operating Officer, she assists MetricNet’s CEO in managing the Company’s day-to-day operating activities, short-term and long-range strategic planning and new client acquisition. Additionally, she is responsible for planning, organizing, and implementing the Company’s sales and marketing efforts as well as managing MetricNet’s intellectual property, online best practices library, web projects and e-commerce shop. Angela is a versatile and results-oriented professional with nearly 15 years of business development and marketing experience across a multitude of industries globally. Prior to joining MetricNet she held various leadership positions in the Property Management and Retail industries where she was known for her strong track record of sales growth, marketing foresight and creative problem solving.

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