What IT Service Desk Metrics Should You Track?

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The IT Service Desk plays a key role in managing an enterprise’s IT systems and infrastructure. It is the primary touchpoint for every IT issue, problem and request. Measuring and benchmarking key IT Service Desk metrics is essential for CIOs and IT operations leaders looking to improve business alignment and value, end-user productivity, and reduce the total cost of IT support.

Here are few metrics that when tracked and improved upon, ensure that your Service Desk is operating as efficiently as possible:

  • First Call Resolution Rate (FCR)

 First Call Resolution Rate is the percentage of tickets resolved with the first response. FCR indicates how effectively and quickly your Service Desk operates. It is important as it helps in improving end-user productivity. One technology factor that increases FCR is remote support. Remote support enables the support team to resolve tickets immediately and efficiently without wasting valuable time.

  • Cost per Contact

 Cost per contact is the total cost of operating the Service Desk with respect to the number of calls/tickets undertaken in a particular period. It is the measure of how productively a Service Desk conducts its business. Tracking cost per contact helps an organization cut costs even — while providing stellar services.

  • Incident/Ticket Volume

 Tracking the volume of tickets coming into a Service Desk gives a view of peak activity times, and can be indicator of staffing requirements and scheduling. This metric is calculated by hour of the day, day of the week and week of the month.

  • Repeated Tickets

 Companies can track Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR) for repeated tickets. A decreasing trend of this metric indicates how efficient the Service Desk is in learning from past problems.

  • Ticket Trending

 Tracking the trending data in the number of tickets for a particular issue over a specific period can point the need for more automation to prevent or resolve that problem. It can also indicate the need for more Service Desk staff.

  • Ticket Backlog

 Ticket backlogs cost businesses by hindering end user productivity through downtime. Keeping a track of ticket backlogs, and working to improve efficiency, helps avoid high support time and admin staffing cost for the business.

The performance of a Service Desk is an indicator of the overall health of an organization’s IT.

The best way to collect and improve on this metric is to use centralized Service Desk software that provides both historical reports and real-time dashboards.

Kaseya BMS Service Desk is the next generation Service Desk/Help Desk and Ticketing solution that manages all the support tickets between you and your end users. It also helps align IT services with the needs of your business. To learn more about Kaseya BMS Service Desk, schedule a demo here.

Divyarthini is a marketing professional with over 4 years of experience in the IT industry including 3 years of experience in Content Marketing, Social Media Marketing, and Email Marketing.
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