Itil Service Desk Metrics

Staff turnover service desk jobs can be stressful retaining experienced staff is critical to optimizing core itil metrics.

Itil service desk metrics.

Total number of tickets handled by the it helpdesk and their patterns within a given time frame. The number of successful changes can be metrics for the itil change management process. This is a key kpi that speaks to staffing levels and informs other service desk metrics. It is calculated by dividing the total monthly operating expense of a service desk or desktop support group by the monthly ticket volume.

Greater than 70 of resolvable cases. Customer satisfaction usually captured in a survey. This metrics list compiles some of the top metrics for service desk teams. Comprehensive list of must have features that you can use as a benchmark for your it service desk.

Focus on the metrics that can help you achieve your most important business objectives whether you re. I am looking for industry standard metrics for where a world class service desk would operate. Cost per ticket is the best indicator of efficiency in service and support. 80 in 30 sec.

Try not to go overboard. Impacts customer service and core metrics such as mttr. 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. And these metrics help to identify the weaknesses and strengths of the it service provider.

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. Less than 5 fcr. Greater than 85 etc. 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. Itil key performance indicators. But here s a deeper look at why these metrics are so critically important. 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.

Continuous improvement is built directly into itil in the continuous process improvement cpi core area of the itil service lifecycle figure 1.