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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 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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