All Resources, Call Center, Desktop Support, Member, Metric of the Month, Service Desk
Net Promoter Score Benchmarks | Metric of the Month
All Resources, Desktop Support, Member, Metric of the Month, Service Desk
Annual Agent Turnover | 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, Service Desk, Whitepapers
Service and Support as a Business | KPIs that Tell the Big Picture
All Resources, Desktop Support, Member, Metric of the Month, Service Desk
Ratio of Agents to Total Headcount
All Resources, Desktop Support, Member, Service Desk, Whitepapers
IT Support Metrics Roundup
All Resources, Desktop Support
Desktop Support Metrics: Cost per Ticket
The average Desktop Support organization tracks fewer than 5 KPI’s. However, there are literally hundreds of KPI’s that have been defined for Desktop Support. The vast majority of these metrics, however, are only marginally relevant – at best! When it comes to KPI’s for Desktop Support, less is more!
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Desktop Support Metrics: Overview
When it comes to end-user support, most people automatically think of the Level 1 Help Desk. The Help Desk has been extensively studied and researched, and the Best Practices for Level 1 Support are well documented and well understood. The same, however, cannot be said of Level 2, or Desktop Support. This critical support function has historically received far less attention than the help desk, and for most IT organizations it represents a fertile opportunity for performance enhancement. This is particularly true when it comes to Key Performance Indicators for Desktop Support.
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