Tickets per User per Month | Metric of the Month
Each month MetricNet highlights one Key Performance Indicator for Service and Support. We 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 Key Performance Indicators that really matter to your organization, and to provide you with actionable insight on how to leverage these KPIs to improve your performance!
This Month’s Metric: Tickets per User per 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. In this month’s article we will focus on Desktop Support Tickets per User per Month.
As the name suggests, Tickets per User per Month is simply the total number of monthly tickets logged by desktop support divided by the number of users supported by desktop support.
For purposes of this discussion it is important to remember that desktop support tickets are comprised of both incidents and service requests. An Incident is typically unplanned work that requires the assistance of an on-site technician to resolve. Common examples include a desktop or laptop computer break/fix, a printer or server failure, connectivity problems, or any other issue that cannot be resolved remotely by the Level 1 Service Desk. By contrast, most Service Requests represent planned work. Among the most common Service Requests are Moves/Adds/Changes, hardware refresh/replacement, and device upgrades. Tickets represent the sum of all Incidents and Service Requests, as illustrated in Figure 1 below.
Figure 1: Tickets, Incidents and Service Requests
Why it’s Important