\
Search Content
find
CATALOG
CONNECTIONSmore
Connect with other members or invite your contacts to the community.
GROUPSmore
Join an existing group to participate in the group discussions or create a new group of your own to create discussions around topics of interest to you and your work.
MY RESOURCESmore
Find info or add new info to your ITmodelbook. You can find white papers, technology reports, business analysis, webinars, presentations and more. You can also share your own authored content and resources you like by adding this info.
Resources you may like
  • Share within ITmb

Many of us have heard the sage advice “You can’t manage what you don’t measure.” This is particularly true for the service desk, where effective performance measurement is not just a necessity, but a prerequisite for effective decision-making.  Despite the widespread belief in this statement, few service desks use KPIs to their full potential.  In fact the vast majority of service desks use metrics to track and trend their performance – but nothing more!  Unfortunately, in this mode a service desk misses the real value of performance measurement by failing to exploit the diagnostic capabilities of KPIs.  But the true potential of KPIs can only be unlocked when they are used holistically, not just to measure performance, but also to diagnose and understand the underlying drivers of performance.

The key to using KPIs diagnostically is to understand their cause-and-effect relationships.  You can think of these relationships as a linkage where all of the KPIs are interconnected.  When one KPI moves up or down, other KPIs invariably move with it.  Understanding this linkage is enormously powerful because it provides insight into the levers you can pull to achieve desired outcomes.

Please click the link below to download the full Metric of the Month.

Keywords
Service Desk, Service Desk KPIs, Service Desk Metrics
Offered by
Jeff Rumburg | MetricNet
URL
Files
The resource is available from the link above.
Ask a question
search Paper Image Add papers image
Bookmark to
My ITmodelbook add
Group ITmodelbooks
 
'Sony Creative Software Inc.'
'300X300'
 

Latest reports from top IT companies:

SAP HP Janrain HubSpot PrepLogic Motorola BNP Media Informatica Microsoft Jobvite

© ITmodelbook 2012-2017. sitemapaboutprivacy terms help