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This free eBook is an introduction to Outsourced Desktop Support Metrics including definitions, information on the importance of each metric & key correlations. A brief overview of each metric is listed below.

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Price per Ticket is the total annual operating expense of Desktop Support divided by the annual number of tickets handled by Desktop Support.

Price per Incident is the total annual operating expense of Desktop Support multiplied by the ratio of incidents to total tickets, and then multiplied by the ratio of incident handle time to ticket handle time.

Price per Service Request is the total annual operating expense of Desktop Support multiplied by the ratio of service requests to total tickets, and then multiplied by the ratio of service request handle time to ticket handle time.

Customer Satisfaction is the percentage of customers who are either satisfied or very satisfied with their Desktop Support experience.

Incident First Visit Resolution Rate is the percentage of incidents that are resolved on the first visit to the customer. Incidents that require a second visit, or are otherwise unresolved on the first visit for any reason, do not qualify for Incident First Visit Resolution.

% Resolved Level 1 Capable is the percentage of tickets resolved by Desktop Support that could have been resolved by the Level 1 Service Desk.

Technician Utilization is the average time that a technician spends handling both incidents and service requests per month, divided by the number of work hours in a given month.

Tickets per Technician per Month is the average monthly ticket volume divided by the average Full Time Equivalent (FTE) technician headcount.

Incidents per Technician per Month is the average monthly incident volume divided by the average Full Time Equivalent (FTE) technician headcount.

Service Requests per Technician per Month is the average monthly service request volume divided by the average Full Time Equivalent (FTE) technician headcount.

Ratio of Technicians to Total Headcount is the Full Time Equivalent technician headcount divided by the total Desktop Support headcount.

The Mean Time to Resolve Incidents is the average number of working hours that elapse from the time an incident is reported, until the time the incident is closed.

The % of Incidents Resolved in 8 hours is fairly self-explanatory. 8 hours refers to 8 working hours, not 8 clock hours.

The Mean Time to Fulfill Service Requests is the average number of working days that elapse from the time a service request is logged, until the time the service request is completed.

The % of Service Requests Fulfilled in 24 Hours is fairly self-explanatory. 24 hours refers to 24 working hours, not 24 clock hours.

Technician Job Satisfaction is the percent of Technicians in Desktop Support that are either satisfied or very satisfied with their jobs.

New Technician Training Hours is the number of training hours (including classroom, CBT, self-study, shadowing, being coached, and OJT) that a new technician receives before he/she is allowed to handle desktop support tickets independently.

Annual Technician Training Hours is the average number of training hours (including classroom, CBT, self-study, shadowing, etc.) that a technician receives on an annual basis.

Annual Technician Turnover is the percentage of Technicians that leave Desktop Support, for any reason (voluntarily or involuntarily), on an annual basis.

Daily Technician Absenteeism is the average percentage of Technicians with an unexcused absence on any given day.

Technician Tenure is the average number of months that Technicians have worked in a Desktop Support group.

Average Incident Work Time is the average time that a technician spends to resolve an incident.

Average Service Request Work Time is the average time that a technician spends to resolve a service request.

Average Travel Time per Ticket is the average round trip travel time to get to and from the site of a user or device being serviced.

Tickets per Seat per Month is a measure of the volume of Desktop Support work generated by a given user population.

Incidents per Seat per Month is a key measure of the volume of Desktop Support work generated by a given user population.

Service Requests per Seat per Month is a key measure of the volume of Desktop Support work generated by a given user population.

Incidents as a % of Total Ticket Volume is an indicator of the mix of work (Incidents vs. Service Requests) handled by a Desktop Support group.

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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