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Each month Industry Insider highlights one Key Performance Indicator for the Service Desk or Desktop Support. We define the KPI, provide recent benchmarking data for the metric, and discuss key correlations and cause/effect relationships for the metric. The purpose of the column is to familiarize you with the Key Performance Indicators that really matter to your support organization, and to provide actionable insight on how to leverage these KPI’s to improve your performance.

This month we depart from our usual format, and instead of discussing a single metric I will explore the cause-and-effect relationships between desktop support KPIs. A companion article to this one, which explored the cause-and-effect relationship of service desk KPI’s, was published in the November 2012 issue of Industry Insider.

Download the full report via the link below. 

Desktop Support, Desktop Support KPIs, Desktop Support Metrics
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Jeff Rumburg | MetricNet
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