Past and Present: 25 Years of Service Desk KPIs on BrightTALK
Service desk KPIs have evolved and matured significantly over the past two decades. Today’s service desks routinely track twenty or more KPIs, and the focus has shifted from tactical/operational metrics to the more strategic metrics of business value and ROI. In this session, you’ll take a journey through the past and explore twenty-five years of service desk benchmarking data. Attendees will learn about the most common service desk KPIs, changing averages in service desk performance, the evolution of KPIs, the holistic discipline of performance measurement and management, and what today’s KPIs tell us about the future.