All Resources, Desktop Support, Member, Metric of the Month
Mean Time to Resolve | Metric of the Month
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
All Resources, Call Center, Desktop Support, Member, Metric of the Month, Service Desk
Net Promoter Score Benchmarks | Metric of the Month
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
All Resources, Desktop Support, Member, Metric of the Month, Service Desk
Tickets per User per Month | Metric of the Month
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.
Read MoreAll Resources, Desktop Support, Member, Metric of the Month, Service Desk
Annual Agent Turnover | Metric of the Month
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
All Resources, Desktop Support, Member, Metric of the Month, Service Desk
Customer Satisfaction | Metric of the Month
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
All Resources, Desktop Support, eBooks, Member, Whitepapers
Introduction to Insourced Desktop Support Metrics | Definitions, Formulas & Key Correlations
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
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
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
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
All Resources, Desktop Support
5 Important Desktop Support Metrics to Measure and Monitor
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