Management Reports: Metrics for the Service Desk

Posted on Monday 12 March 2018.

This is part 9 in the Naked Service Desk Series

The original Naked Service Desk Blog explores the concept of stripping back the service desk to its basic components and identifies the top 10 steps which are key for providing brilliant service. Of the 10 steps, step 8 focuses on producing regular management reports demonstrating KPIs against targets.

Producing regular management reports is crucial to monitoring the performance, efficiency, progress, and quality of the service desk, and providing stakeholders with reports and information pertinent to their area of the business. There are a few factors you need to pin down before being able to regularly produce meaningful and valuable reports, such as what metrics you should measure, how often, and what data is relevant to which stakeholders.

While metrics can be an incredibly useful tool for the service desk, if not used efficiently, they can become a waste of time and resources, and potentially cause more harm than good. Finding a balance that suits your service desk is key to succeeding with metrics. This report will lay out an effective way to  measure and produce management reports which can be tailored to the individualities of your service desk.

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