All Resources, eBooks, Member, Service Desk, Whitepapers
Introduction to Insourced IT Service Desk Metrics | 44 Definitions, Formulas & Key Correlations
This 47-page introductory guide to Insourced IT Service Desk KPIs includes definitions, information on the importance of each metric & key correlations for 44 Insourced IT Service Desk KPIs. A brief overview of each metric is listed below. To download the complete ebook with expanded definitions, formulas and correlations, you must become a member. Membership… Read More
All Resources, Member, Metric of the Month, Service Desk
Agent to Supervisor Ratio | IT Service Desk Metrics
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, 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
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, Member, Service Desk
Unleashing The Enormous Power of Service Desk KPIs | PDF Download
Did you miss our webcast on IT Service Desk Metrics? Well, you’re in luck! You can now download the slides to ‘Unleashing the Enormous Power of Service Desk KPIs!’ 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: “Awesome Webinar!! I’m very glad I had… Read More
All Resources, Member, Service Desk
VIDEO | Unleashing the Enormous Power of Service Desk KPIs!
Did you miss our webcast on IT Service Desk Metrics? You can now watch the recorded version of ‘Unleashing the Enormous Power of Service Desk 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: “This was my 1st experience with MetricNet, and… 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, Service Desk
5 Important IT Service Desk Metrics to Measure and Monitor
Many Service Desk managers are unaware of the critical role – beyond mere measurement – that Key Performance Indicators (KPIs) can and should play in the Service Desk. Are you making these two common mistakes? 1) not tracking the right KPIs, and 2) not exploiting the full potential of Service Desk KPIs as a diagnostic… Read More
All Resources, Member, Metric of the Month, Service Desk
Self Service Completion Rate | IT Service Desk Metrics
The self service completion rate is an IT service desk metric that measures the percentage of level 1 incidents that are self-resolved by the user, without the assistance of a live agent. Let’s say, for example, that the agents on a particular service desk handle 4,000 incidents per month through voice, chat, and email. … Read More
All Resources, Member, Metric of the Month, Service Desk
Service Desk Agent Occupancy | IT Service Desk Metrics
Agent occupancy is an IT service desk metric that measures the percentage of logged in time that an agent is actually delivering customer service. Let’s say, for example, that an agent is logged into the service desk ACD for six hours a day, and is in talk, hold, or wrap mode for four of… Read More