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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 is the President and Chief Operating Officer at MetricNet, where she is responsible for managing day-to-day operations, strategic planning, and new client acquisition. She also oversees the company's sales and marketing efforts and manages its intellectual property and online resources. Angela has been with the company for 10 years and has over 20 years of experience in business development and strategy. She has been featured in Fortune magazine and has received recognition for her work in competitive and trends analysis from executives at a variety of Fortune 100 companies. Angela is a dynamic and accomplished professional who consistently delivers exceptional results for MetricNet and its clients. She has a wealth of industry experience and a track record of success in driving business results, particularly in the financial services, insurance, and healthcare sectors. Angela is highly skilled in communication, problem-solving, and project management, and is committed to delivering the highest level of service to MetricNet's clients.

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