Today’s service desk technologies and reporting packages make it easy to capture copious amounts of performance data. Most service desk managers can tell you everything from last month’s average speed of answer to yesterday’s average handle time. But what does it all mean?
Despite all this data at our fingertips, most service desk managers cannot answer a very basic question: How is my service desk performing? Many are simply unaware of the critical role – beyond mere measurement – that Key Performance Indicators (KPIs) can, and should play, in the service desk.
In this paper, MetricNet identifies the seven most important performance metrics for end-user service desks. It provides benchmark ranges for these metrics, and offers a creative approach for combining them into a single, all-inclusive measure of service desk performance.
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MetricNet is the leading source of benchmarks, scorecards, and performance metrics for corporate managers worldwide. Their over-arching goal is to make metrics accessible; to make them part of the DNA of every IT organisation they work with, so that they can be leveraged and exploited to improve and optimise business results.
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