Service Desk KPI's/metrics

An open discussion on issues related directly or primarily to the service or help desk.
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MelN
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rjp
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xitil
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Better have remorse than regrets ;-)
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itilimp
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rjp
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itilimp
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lukes
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peppermint
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rzesie
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Diarmid
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Mon Mar 01, 2010 2:06 am

[edit] Please ignore this post. It was a brilliant witticism, but the evil-doer's post has been deleted and it now lacks context. I would just delete it, but it is the only recorded witticism of such power to emerge from my keyboard - even if I don't understand it myself. [/edit]

Is this advertizing?

... or just a grandchild?
Last edited by Diarmid on Wed Apr 07, 2010 1:57 pm, edited 1 time in total.
"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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viv121
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Wed Mar 31, 2010 4:05 pm

KPI library is another one. It should say double u double u before the kpilibrary. I have a KPI of Cost per Incident. How do I keep this reduction % trend in this KPI. What happens after the cost becomes 0 USD per incident?
regards,

Vivek
"the only statistics you can trust are those you falsified yourself"
Winston Churchill
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Diarmid
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Wed Apr 07, 2010 6:37 am

dinoalan911 seems to have sneaked in a url in his last edit.

naughty naughty.

He has also edited out the context for my joke and I cannot understand what I meant by it.

wicked wicked.
"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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ITILadmin
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Link spam deleted.....
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StanleyLuces
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Sun Jun 12, 2011 5:22 am

rjp gave some very good metrics there.. but i feel it left out one of the most important metrics for SD.. Customer Satisfaction (CSAT)

with "The primary objective of the Service Desk is Customer Satisfaction" then its just logical that the main metric for that is CSAT.

with "The primary objective of the Incident Management process is to
minimise the impact of incident of the business" or simply put "to restore normal operations as soon as possible".. then a good metric for that would be something like average time to resolve/close case.
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TomOzITIL_2
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Mon Jun 13, 2011 9:39 pm

For what it is worth, good measures:

• Can be influenced
• Are an objective measure
• Measurements are repeatable
• Produce visible results;
• Are accepted
• Are motivating
• Are focused towards an objective
• Support good decision-making

Other advice:
• Read up on Kaplan & Norton Balanced Scorecard.
• Read up on Net Promoter Score (NPS) - a simple but hard-hitting measure.
• Have a look in the ITIL V2 and V3 books - plenty of examples there.
• Start simple - you learn more from trends than hundreds of measures.
• Google S.M.A.R.T. measures.
• Read the CSI book for some insight on how to select the right measures.
• Ask your customer (buyer).
• Ask a representative group of end users.
• Don't over promise.
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