Service Desk Metrics Itil

Greater than 85 etc.

Service desk metrics itil. Impacts customer service and core metrics such as mttr. 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. This metrics list compiles some of the top metrics for service desk teams. 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.

In this chapter of incident management icm guide you will learn 12 important incident management kpis and metrics to track monitor and improve incident management process over time. Continuous improvement is built directly into itil in the continuous process improvement cpi core area of the itil service lifecycle figure 1. Itil key performance indicators. 2 thoughts on itsm basics.

80 in 30 sec. I am a new help desk manager currently looking into how performance for our services is currently measured. I am looking for industry standard metrics for where a world class service desk would operate. The state of it service desk metrics as we enter 2019 kathleen heath june 9 2019 at 7 09 pm.

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. Less than 5 fcr. Customer satisfaction usually captured in a survey. This is a key kpi that speaks to staffing levels and informs other service desk metrics.

Total number of tickets handled by the it helpdesk and their patterns within a given time frame. 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. Focus on the metrics that can help you achieve your most important business objectives whether you re. May include the number of times someone called when the help desk was closed.

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. Hopefully this blog has whet your appetite to learn and do more about your itsm and service desk metrics. Missed calls the number of times someone called the help desk were put on hold and eventually hung up. Greater than 70 of resolvable cases.