Desktop Support KPIs | MetricNet Performance Benchmarking and Consulting

All Resources, Desktop Support, Member, Metric of the Month

Mean Time to Resolve | Metric of the Month

Posted on May 8, 2019 at 9:26 am by Jeffrey Rumburg / 0

NEW 2020 MTTR webcast can be found here. Incident mean time to resolve (MTTR) is a service level metric for both service desk and desktop support that measures the average elapsed time from when an incident is opened until the incident is closed. It is typically measured in business hours, not clock hours. An incident… Read More

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All Resources, Call Center, Desktop Support, Member, Metric of the Month, Service Desk

Net Promoter Score | Metric of the Month

Posted on April 15, 2019 at 10:57 am by Jeffrey Rumburg / 0

Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlations and cause-and-effect relationships for the metric. The purpose of the column is to familiarize you with the KPIs that really matter to your organization and to provide… Read More

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All Resources, Desktop Support, Member, Metric of the Month, Service Desk

Tickets per User per Month | Metric of the Month

Posted on March 14, 2019 at 12:01 am by Jeffrey Rumburg / 0

Tickets per User per Month is both a Service Desk and a Desktop Support metric. There are, however, important differences in the key drivers of these two metrics. So in this month’s article we will focus on Desktop Support Tickets per User per Month.

Customer Satisfaction | Metric of the Month

Posted on June 16, 2018 at 8:45 am by Jeffrey Rumburg / 0

All Resources, Desktop Support, eBooks, Member, Whitepapers

Introduction to Insourced Desktop Support Metrics | Definitions, Formulas & Key Correlations

Posted on August 2, 2017 at 1:45 pm by Angela Irizarry / 1 Comment

This free eBook is an introduction to Insourced Desktop Support Metrics including definitions, information on the importance of each metric & key correlations. A brief overview of each metric is listed below. To continue reading, you must become a member. Membership is free and sign-up only takes a moment. Click the sign-up button below, complete the… Read More

All Resources, Desktop Support, Member

The Enormous Power of Desktop Support KPIs – Video and Slides

Posted on June 1, 2015 at 3:00 pm by Jeffrey Rumburg / 0

Did you miss our Desktop Support KPIs webcast? Well, you’re in luck! You can now download the slides to MetricNet’s exclusive presentation ‘Unleashing the Enormous Power of Desktop Support KPIs’! Join the thousands of regular attendees who use MetricNet’s monthly webcasts to achieve World-Class Performance. Here’s what some of our viewers have said: “Thank you so much… Read More

All Resources, Desktop Support, Member

Desktop Support Best Practices | Presentation Slides

Posted on February 10, 2015 at 3:00 pm by Jeffrey Rumburg / 0

Did you miss our Desktop Support Best Practices webcast? Well, you’re in luck! You can access the slides to ‘Desktop Support Best Practices | The Road to World Class Performance!’ Join the thousands of attendees who use MetricNet’s monthly webcasts to achieve World-Class Performance. Here’s what some of our viewers have said: “Very engaging and knowledgeable speaker… Read More

All Resources, Desktop Support, Member, Service Desk, Whitepapers

Service and Support as a Business | KPIs that Tell the Big Picture

Posted on March 28, 2014 at 11:11 am by Jeffrey Rumburg / 0

Most IT professionals are familiar with the operational metrics of service and support. KPI’s such as cost per ticket, first contact resolution rate, and mean time to resolve are well understood and almost universally applied. Yet even support organizations that have mastered these metrics and achieved a degree of operational success often struggle to… Read More

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5 Important Desktop Support Metrics to Measure and Monitor

Posted on November 27, 2013 at 10:49 am by Angela Irizarry / 0

Most Desktop Support organizations commit two major mistakes when it comes to performance measurement: 1) they do not track the right KPI’s, and 2) they do not exploit the full potential of Desktop Support KPI’s as a diagnostic tool. Here are 5 important Desktop Support metrics to measure and monitor. Technician Utilization Just as world-class… Read More

All Resources, Desktop Support, Member, Metric of the Month

Tickets per Technician per Month | MetricNet

Posted on September 14, 2013 at 9:02 am by Jeffrey Rumburg / 0

Tickets per Technician per Month is a Desktop Support metric. As the name suggests, Tickets per Technician per Month is simply the total number of monthly tickets logged by desktop support divided by the number of technicians working in desktop support. For purposes of this discussion it is important to remember that desktop support tickets… Read More

Tag Archives: Desktop Support KPIs

All Resources, Desktop Support, Member, Metric of the Month

Mean Time to Resolve | Metric of the Month

All Resources, Call Center, Desktop Support, Member, Metric of the Month, Service Desk

Net Promoter Score | Metric of the Month

All Resources, Desktop Support, Member, Metric of the Month, Service Desk

Tickets per User per Month | Metric of the Month

All Resources, Desktop Support, Member, Metric of the Month, Service Desk

Customer Satisfaction | Metric of the Month

All Resources, Desktop Support, eBooks, Member, Whitepapers

Introduction to Insourced Desktop Support Metrics | Definitions, Formulas & Key Correlations

All Resources, Desktop Support, Member

The Enormous Power of Desktop Support KPIs – Video and Slides

All Resources, Desktop Support, Member

Desktop Support Best Practices | Presentation Slides

All Resources, Desktop Support, Member, Service Desk, Whitepapers

Service and Support as a Business | KPIs that Tell the Big Picture

All Resources, Desktop Support

5 Important Desktop Support Metrics to Measure and Monitor

All Resources, Desktop Support, Member, Metric of the Month

Tickets per Technician per Month | MetricNet

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Tag Archives: Desktop Support KPIs

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All Resources, Call Center, Desktop Support, Member, Metric of the Month, Service Desk

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All Resources, Desktop Support, Member, Metric of the Month

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