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ITIL :: View topic - Service Desk Metrics
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Service Desk Metrics

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Joined: Oct 21, 2009
Posts: 2

PostPosted: Thu Oct 22, 2009 2:19 am    Post subject: Service Desk Metrics Reply with quote


We are transferring from a Help Desk Model into a Service Desk. I have been trasked with gatering information on what are the standard Statistics used and what would be considered worldwide standard.

Could any one suggest where I can find this info?
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Senior Itiler

Joined: Sep 16, 2006
Posts: 3597
Location: London, UK

PostPosted: Thu Oct 22, 2009 2:37 am    Post subject: Reply with quote

Statistics are merely calculations

What you are looking for are

key performer Indicators
Service level Agreement level


These should be based on what your company wants to track

In addition, there are NO real world wide standards

ITIL, CoBIT and others provide guidance on what kind of KPI etc you change create

but it is up to you and the capability of the tool to define what you want


lies, damn lies, and statistics

what ever you use must have value other wise it is pointless
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Senior Itiler

Joined: Jun 06, 2007
Posts: 268

PostPosted: Thu Oct 22, 2009 2:50 am    Post subject: Reply with quote

Yes read the ITIL books. However those are not standards they are best practices.

Speaking of the transition from Helpdesk to ServiceDesk. Then you would need to understand the definition first:

HelpDesk:is an information and assistance resource that troubleshoots problems with computers or other products.

ServiceDesk is an ITIL function that is fully integrated with all service management processes - including change, configuration, and service level management - across the organization.

For someone in your situation, I would suggest that you get the ITIL Service Support book and read about it. There is different types of Service Desks, technologies, reports and metrics as mentioned in your topic.
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Senior Itiler

Joined: Mar 04, 2008
Posts: 1894
Location: Helensburgh

PostPosted: Thu Oct 22, 2009 4:17 am    Post subject: Reply with quote

Statistics serve objectives and when you let them out of that cage they become uncontrollable. Don't let your statistics define your objectives by deciding them first. Don't measure things just because you can or just because other people do. Measure things because the measurements will answer questions you already have.

So determine your objectives and then derive from these what statistics you want and what you will use them for.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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