% Resolved Level 1 Capable | Metric of the Month

 
% Resolved Level 1 Capable is a Desktop Support metric.  It measures the percentage of tickets resolved by desktop support that could have been resolved by the level 1 service desk.  This happens when the service desk dispatches or escalates a ticket to desktop support that could have been resolved by the service desk, or when a user bypasses the service desk altogether, and goes directly to desktop support for a resolution to their problem.  Although the metric is tracked at desktop support, it has strong implications for both desktop support and the service desk.

Let’s say, for example, that a desktop support group handles an average of 1,000 tickets per month.  Let’s further assume that 200 of these tickets could have been resolved by the service desk.  The value for % Resolved Level 1 Capable would be 20% (200 tickets resolvable at level 1 ÷ 1,000 tickets resolved by desktop support).

Ideally, this metric should be as low as possible because it costs much more to resolve a ticket at the site of a user (desktop support) than it costs to resolve a ticket remotely (by the level 1 service desk).  Indeed, “Get it Done at Level 1!” has become a common rallying cry for many support organizations who recognize that one way to minimize support costs is to resolve as many tickets remotely as possible – at the service desk.

% Resolved Level 1 Capable is typically tracked when a desktop support technician closes out a ticket.  If the judgment of the technician is that the ticket could have been resolved by the service desk, they will check a box on the ticket indicating that the ticket was resolvable at Level 1.  This method requires periodic audits to ensure that desktop support technicians are accurately reporting tickets that could have been resolved by the service desk.  An audit can be performed by reviewing a representative sampling of tickets each month to determine if the tickets designated resolvable at level 1 could, in fact, have been resolved by the service desk.  Likewise, tickets not designated as resolvable at level 1 are sampled to determine if tickets are routinely being missed that should have been designated as resolvable at level 1.