Service Desk Metrics Benchmark

Sdi has joined forces with metricnet to offer a benchmarking solution for virtually every service desk organisation.

Service desk metrics benchmark. This is the ninth service desk benchmarking report for the service desk industry from sdi and it has been running now for almost 20 years. Measure the right key performance indicators kpis and it help desk metrics to identify the performance and health of your it service desk. Make the best business decisions for your help desk by analyzing the 8 most significant industry standard it service desk reporting metrics. The average time it takes to resolve a ticket this is one of the important metrics related to incident ticket management which summarizes the time taken to resolve all tickets divided by the no.

Service desk metrics is here to provide that solution. Although not a comprehensive listing these are some of the key metrics that should be included in any service desk benchmark. In some organisations targets are. Best practices detailed presentations with specific use cases to get started with itil incident management.

Service desk kpi s metrics september 27 2016 3 minute read blaine bryant this is the third blog in our five part series on delivering a world class service desk in our last installment we discussed three essential traits to. Interviews speaking with a representative cross section of service desk personnel including agents supervisors team leads managers workforce schedulers trainers and qa qc personnel provides valuable context for the benchmark. Comprehensive list of must have features that you can use as a benchmark for your it service desk. Permission of the help desk institute service desk metrics context is everything we as an industry are dominated by huge pressure to meet an inordinate number of performance targets.

As a result our small pilot group decided that the value represented by the data was worthy of sharing. Identify which metrics and service desk functions will be covered under the benchmarking initiative. Identify channels to benchmark and compare. The report covers a wide range of issues from reporting and metrics through to training and salaries.

In motadata itsm service desk manager can create similar reports for individual technicians grouped by days weeks or months. The benchmarking project can be designed to evaluate cost productivity workload service level and other decision criteria of your service desk. Discover exactly how your service measures up to others.