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Tag Archives: Service Desk KPIs

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All Resources, eBooks, Member, Service Desk, Whitepapers

Introduction to Insourced IT Service Desk Metrics | 44 Definitions, Formulas & Key Correlations

Posted on August 21, 2020 at 12:01 am by / 3 Comments
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
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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 / 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, Member, Metric of the Month, Service Desk

First Contact Resolution Rate | Metric of the Month

Posted on July 17, 2018 at 11:47 pm by / 0

Customers tend to be impatient when they want service. It doesn’t matter if they are calling their bank, their cable company, or their service desk. They want a resolution to their problem or an answer to their question right then and there! In fact, research across many different industries bears this out. Customer satisfaction – for virtually any type of customer service – is strongly correlated with First Contact Resolution.

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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, Member, Service Desk

Unleashing The Enormous Power of Service Desk KPIs | PDF Download

Posted on April 14, 2015 at 4:00 pm by / 0
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!

Posted on April 14, 2015 at 1:34 pm by / 0
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

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, Member, Metric of the Month, Service Desk

Self Service Completion Rate | IT Service Desk Metrics

Posted on November 13, 2013 at 1:40 pm by / 1 Comment
  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
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