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IT Support Metrics Roundup:

A Year in Review

By Jeff Rumburg

For the past year, I’ve been breaking down one key performance indicator (KPI) for the service desk and/or desktop support in one issue of the Industry Insider e-newsletter each month. I’ve defined each KPI, provided benchmarking data, and discussed key correlations and cause-and-effect relationships. These are the KPIs that really matter to support organizations, and I hope they’ve provided actionable insights you can leverage to improve your organization’s performance.

First Level Resolution Rate

First level resolution (FLR) is a measure of a service desk’s ability to resolve tickets at level 1, without having to escalate the ticket to level 2 (desktop support), level 3 (internal IT professionals in applications, networking, the data center, or elsewhere), field support, or vendor support. But first level resolution is not to be confused with its close cousin, first contact resolution. Among other things, first contact resolution is a quality metric that strongly affects customer satisfaction, while first level resolution is a cost metric that strongly influences total cost of ownership for end-user support.

As 2012 comes to a close, let’s take a quick look back at the year in metrics.

As a ticket is escalated and resolution moves further away from the level 1 service desk, the cost of resolution increases (see the table below for average cost per ticket in North America). Furthermore, these costs are cumulative. If a ticket is logged at level 1 and then escalated to level 2 (desktop support) for resolution, the average cost of resolution is not just $62, but $62 plus $22, for a total of $84. The clear implication is that any ticket that can be resolved at level 1 should be resolved at level 1, and that maximizing FLR is the  equivalent of minimizing TCO!

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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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