The Service Desk is one of those functions, where the metrics are of extreme importance. Whenever a service offers a support function, its effectiveness needs to be measured on a regular basis to ensure that customer satisfaction isnt affected.
Metrics should be put in place to measure the performance of the Service Desk. While call volumes are important to indicate required staffing levels, they are not a measure of Service Desk performance or something that the Service Desk can necessarily control.
Some Commonly used Metrics are:
• The average time to resolve an Incident
• The percentage of calls resolved during the first call
• The average time to escalate an Incident
• The average cost of calls
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