Search Content
find
CATALOG
Data Infrastructure
Data Tools
Desktops, Laptops and OS
Enterprise Applications
IT Infrastructure
IT Management
Networking and Communications
Security
Servers and Server OS
Software and Web Development
Storage
Dashboard
News
My ITmodelbook
Messages
Events (0)
CONNECTIONS
more
Connect
with other members or
invite
your contacts to the community.
+ invite connections
GROUPS
more
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.
+ create group
MY RESOURCES
more
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.
+ add resource
Online Users=0
Resources you may like
Metric of the Month: Cause and Effect for Service Desk KPIs
Share within ITmb
Share This Resource
Share with: Connections
or
Share with: Groups
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.
Level
Select Level
Subject Area
Select Subject Area
Keywords
Service Desk, Service Desk KPIs, Service Desk Metrics
Offered by
Jeff Rumburg | MetricNet
URL
Files
The resource is available from the link above.
Bookmark to
My ITmodelbook
add
Group ITmodelbooks
Latest reports from top IT companies:
SAP
HP
Janrain
HubSpot
PrepLogic
Motorola
BNP Media
Informatica
Microsoft
Jobvite
© ITmodelbook 2012-2025.
sitemap
about
privacy
terms
help
do not sell my personal information