Blaine Bryant, Director, IT Service Management and IT Finance at BMC Software, explains his choice of five key performance indicators (KPIs) to keep your high-performance service desk on track.
There are tons of KPIs to choose from and these five are the foundational. In the article, he provides the details of how the KPI is calculated and the target range. Worth the read.
1. Increase/Decrease of Incident Re-Assignments
Incidents and requests that are moved among support teams take longer to resolve. Manage your teams to ensure that these are forwarded to the correct support group the first time by updating work logs and following incident management processes and best practices.
2. Decrease of Incorrectly Assigned Incidents
An incorrectly routed incident wastes everyone’s time and delays time to resolution. Again, manage this count downward by retraining service desk staff on incident management processes and best practices.
3. Increase in Incidents Responded within Target
Your responsiveness to reported incidents is a critical factor in both customer satisfaction and the credibility of IT among business users. Make sure you’re meeting expectations by hitting defined service level targets the vast majority of the time, and work to continually improve your success rate.
4. Increase in Incidents Resolved within Target
There may be no more important metric than your ability to fix problems as quickly as you’ve promised to. This metric validates your core effectiveness as a service desk in resolving incidents within defined service level targets.
5. Reduction in Aging Incidents by Priority (Backlog)
Your backlog should keep you up at night—it might well be costing your business users some sleep, too. Clear out aging incidents (defined as those more than 14 days old) to keep users satisfied and avoid high support time and cost.