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Desktop Support Balanced Scorecard

$49.00$548.00

Watch the short demo in the description below! The full demo is also available here.

Despite all the data that Desktop Support managers have at their fingertips, most cannot answer a very basic question: How is my Desktop Support group performing?

MetricNet has devised the Desktop Support Balanced Scorecard to answer this very question!

The Desktop Support Balanced Scorecard takes the most important metrics – including Cost per Ticket, Customer Satisfaction, and First Visit Resolution Rate – and combines them into a single, overall measure of performance.

Available in $ USD, $ AUD, $ CAD, or £ UK format. 

When tracked over time, the Balanced Scorecard tells you whether your Desktop Support group is improving…staying flat…or getting worse!

Download the 18-Month Scorecard and begin improving performance today!

Selecting ‘Yes’ from the drop down menu will add a one-hour screen-sharing training session with a MetricNet subject matter expert. During this one hour training session, we will walk you through populating the Balanced Scorecard and provide expert guidance on how you can leverage the tool month over month to ensure continual service improvement!

Description

Today’s desktop support technologies make it easy to capture enormous amounts of performance data. But what does it all mean? If customer satisfaction improves but costs also go up, is that good or bad? Is my Desktop Support group performing better this month than it was last month?

Despite all the data that IT Service and Support managers have at their fingertips, most cannot answer a very basic question:

How is Desktop Support performing?

MetricNet has devised the Desktop Support Balanced Scorecard to answer this very question!

The Balanced Scorecard takes the most important metrics – including Cost per Ticket, Customer Satisfaction, First Visit Resolution Rate, and Technician Utilization – and combines them into a single, overall measure of performance. When tracked over time, the Balanced Scorecard tells you whether your Desktop Support group is improving…staying flat…or getting worse!

Watch the demo below! The full demo is also available here.

Selecting ‘Yes’ from the drop down menu will add a one-hour screen-sharing training session with a MetricNet subject matter expert. During this one hour training session, we will walk you through populating the Balanced Scorecard and provide expert guidance on how you can leverage the tool month over month to ensure continual service improvement!

Your Data Inputs

Average Monthly Incident Volume
Average Monthly Service Request Volume
Average Work Time per Incident (minutes)
Average Travel Time per Ticket (minutes)
Average Technician Headcount
Average Annual Full-Time Technician Salary
Customer Satisfaction
First Visit Resolution Rate
Mean Time to Resolve Incidents (clock hours)
Mean Time to Fulfill Service Requests (calendar days)
Technician Job Satisfaction

Additional information

ADD One Hour Training Session

No, Yes

Currency Format

$ USD, £ UK, $ AUD, $ CAD