Itil Service Desk Metrics

This is a key kpi that speaks to staffing levels and informs other service desk metrics.

Itil service desk metrics.

Customer satisfaction usually captured in a survey. Cost per ticket is the best indicator of efficiency in service and support. Itil key performance indicators. But here s a deeper look at why these metrics are so critically important.

Try not to go overboard. And these metrics help to identify the weaknesses and strengths of the it service provider. Focus on the metrics that can help you achieve your most important business objectives whether you re. Total number of tickets handled by the it helpdesk and their patterns within a given time frame.

Impacts customer service and core metrics such as mttr. Less than 5 fcr. Greater than 85 etc. The number of successful changes can be metrics for the itil change management process.

Continuous improvement is built directly into itil in the continuous process improvement cpi core area of the itil service lifecycle figure 1. Comprehensive list of must have features that you can use as a benchmark for your it service desk. Your service desk solution may come with a baked in set of reports but these aren t necessarily the most critical itsm itil metrics for your service team to track. Asking for feedback in an inappropriate way can irritate customers.

The number of missed calls to the service desk due to long waiting time on the line can be metrics for the service desk function. This metrics list compiles some of the top metrics for service desk teams. It s an eternal topic of interest for itsm pros and because of this i ll be presenting on the topic at the 2018 service desk institute conference. Sla best practices for itil help desk service desk access the gartner magic quadrant for itsm the gartner magic quadrant for itsm is the gold standard resource helping you understand the strengths of major itsm software vendors insights into platform capabilities integration opportunities and many other factors to determine which solution.

It is calculated by dividing the total monthly operating expense of a service desk or desktop support group by the monthly ticket volume. Best practices detailed presentations with specific use cases to get started with itil incident management. 80 in 30 sec. I am looking for industry standard metrics for where a world class service desk would operate.

Hopefully this blog has whet your appetite to learn and do more about your itsm and service desk metrics.