No products in the cart.

Search
Return to Previous Page

Tag Archives: Desktop Support Metrics

View large More details
All Resources, Call Center, Desktop Support, Member, Metric of the Month, Service Desk

Net Promoter Score Benchmarks | Metric of the Month

Posted on April 15, 2019 at 10:57 am by / 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
All Resources, Desktop Support, Member, Metric of the Month, Service Desk

Annual Agent Turnover | Metric of the Month

Posted on March 10, 2019 at 9:35 am by / 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
All Resources, Desktop Support, Member, Metric of the Month, Service Desk

Customer Satisfaction | Metric of the Month

Posted on June 16, 2018 at 8:45 am by / 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
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 / 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, 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 / 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
All Resources, Desktop Support, Member, Metric of the Month, Service Desk

Ratio of Agents to Total Headcount

Posted on February 13, 2014 at 10:43 am by / 0
  There are a number of ways to measure the efficiency of a service desk or desktop support group.  Metrics such as cost per ticket and agent utilization are the most common measures of efficiency.  But there is another, less well known metric that also drives cost per ticket.  That metric is the ratio of… Read More
All Resources, Desktop Support, Member, Service Desk, Whitepapers

IT Support Metrics Roundup

Posted on December 15, 2012 at 4:04 pm by / 0
  IT Support Metrics Roundup: A Year in Review By Jeff Rumburg For the past year, I’ve been breaking down one key performance indicator (KPI) for the service desk and/or desktop support in one issue of the Industry Insider e-newsletter each month. I’ve defined each KPI, provided benchmarking data, and discussed key correlations and cause-and-effect… Read More
All Resources, Desktop Support

Desktop Support Metrics: Overview

Posted on May 10, 2012 at 9:45 pm by / 0

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.

Read More

About Metricnet

MetricNet’s expertise provides our clients with valuable insights and information that they can use to enhance their performance and achieve a superior or favorable long-term position over competitors. Our history dates back to 1990. Learn more here.

Benchmarking Options by Functional Area

Downloadable Benchmarks

Contact Us

Phone: (775) 298-7772
Email: info@metricnet.com

 

©2020 MetricNet, LLC. All Rights Reserved Worldwide

Join our Newsletter

Keep up to date with all things Metricnet with our free newsletter [constantcontactwidget grp="newsletter" btn="Sign Up" msg="Thank you for joining"]