Measuring and Making the Most of Service Desk Metrics

“55% of businesses do not find all of their service desk metrics useful or valuable”

“27% of businesses spend 4 to 7 hours a month collating metric reports”

“Only 17% measure cost per incident”

Metrics and reporting are significant assets for the service desk, as well the business, by allowing the service desk to monitor performance and measure service improvements. Service desks should review their metrics for relevance or discuss what the metrics you measure are used for beyond the service desk.

The report will explore

• What organizations are actually reporting on
• How often and how they produce reports,
• What they do with this data.

It is important to measure metrics that matter. This will enable us to understand whether the organizations could be reporting more efficiently. It will also allow us to focus on how to gain the most value from metrics.