Itil Service Desk Metrics

But here s a deeper look at why these metrics are so critically important.

Itil service desk metrics.

And these metrics help to identify the weaknesses and strengths of the it service provider. Customer satisfaction usually captured in a survey. 80 in 30 sec. Best practices detailed presentations with specific use cases to get started with itil incident management.

Try not to go overboard. This metrics list compiles some of the top metrics for service desk teams. Total number of tickets handled by the it helpdesk and their patterns within a given time frame. 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.

The number of successful changes can be metrics for the itil change management process. Greater than 70 of resolvable cases. 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. 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.

This is a key kpi that speaks to staffing levels and informs other service desk metrics. Less than 5 fcr. Itil key performance indicators. Asking for feedback in an inappropriate way can irritate customers.

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. Staff turnover service desk jobs can be stressful retaining experienced staff is critical to optimizing core itil metrics. Cost per ticket is the best indicator of efficiency in service and support. Continuous improvement is built directly into itil in the continuous process improvement cpi core area of the itil service lifecycle figure 1.

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. 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.

Greater than 85 etc.