Itil Service Desk Metrics

It is calculated by dividing the total monthly operating expense of a service desk or desktop support group by the monthly ticket volume.

Itil service desk metrics. Impacts customer service and core metrics such as mttr. Cost per ticket is the best indicator of efficiency in service and support. 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. Comprehensive list of must have features that you can use as a benchmark for your it service desk.

Itil key performance indicators. Focus on the metrics that can help you achieve your most important business objectives whether you re. Hopefully this blog has whet your appetite to learn and do more about your itsm and service desk metrics. Asking for feedback in an inappropriate way can irritate customers.

Best practices detailed presentations with specific use cases to get started with itil incident management. The number of successful changes can be metrics for the itil change management process. This is a key kpi that speaks to staffing levels and informs other service desk metrics. Customer satisfaction usually captured in a survey.

Try not to go overboard. Greater than 70 of resolvable cases. Continuous improvement is built directly into itil in the continuous process improvement cpi core area of the itil service lifecycle figure 1. Less than 5 fcr.

Staff turnover service desk jobs can be stressful retaining experienced staff is critical to optimizing core itil metrics. 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. Working on these two simple itil service desk metrics percentage reduction in the number of major incidents and percentage reduction in the number of problematic assets can help you maintain a highly stable it infrastructure. This metrics list compiles some of the top metrics for service desk teams.

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. But here s a deeper look at why these metrics are so critically important. I am looking for industry standard metrics for where a world class service desk would operate. Total number of tickets handled by the it helpdesk and their patterns within a given time frame.

And these metrics help to identify the weaknesses and strengths of the it service provider.