MetricNet’s research has shown that service levels at level 1, including average speed of answer and call abandonment rate, are relatively unimportant. They have little if any influence on customer satisfaction. The same, however, cannot be said of service levels for desktop support and field services. In fact, Mean Time to Resolve Incidents (MTTR) and Mean Time to Fulfill Service Requests (MTTF) are key drivers of customer satisfaction for desktop support and field services. This makes sense, as a user may be completely down, or forced to use workarounds until their incident has been resolved or service request has been fulfilled. This, in turn, has a significant impact on their overall satisfaction with desktop support and field services.
In this exclusive MetricNet member webcast, we are going to discuss Mean Time to Resolve Incidents – also referred to as MTTR – and Mean Time To Fulfill Service Requests – also referred to as MTTF. MTTR and MTTF apply to both desktop support and field service organizations. Jeff Rumburg, one of the industry’s foremost experts on IT Service and Support benchmarking, will define MTTR for Incidents and MTTF for Service Requests, discuss why these metrics are important, and provide global benchmarking statistics for both KPIs. If you’re looking for expert guidance on how to establish performance targets for MTTR or MTTF, or simply want to familiarize yourself with these KPIs, this webcast is for you!
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