Key Service Desk KPIs

This IDC Perspective offers an overview of major key performance indicators (KPIs) for service desks, or help desks, highlighting their importance in evaluating efficiency and customer satisfaction. It emphasizes that while comparing performance, cost, budget, or staffing to that of the general market or industry cohorts using KPIs can be helpful, it's crucial to consider unique organizational factors and avoid making decisions based solely on generic metrics. The document also outlines specific, commonly requested service desk KPIs like ticket cost, tickets per user, and first-call resolution, discussing what drives these numbers and best practices for their measurement and interpretation to enhance service quality. This document is a must-read for IT leaders and support managers aiming to leverage KPIs to align their service desks with organizational goals and drive sustained excellence."Service desk KPIs are valuable indicators, but only when interpreted in the right context. IT leaders must avoid snap decisions based solely on general benchmarks and instead understand their limitations and then help the business understand both the significance and limitations of these metrics and consider tailored benchmarks when making critical decisions," says Daniel Saroff, group vice president, Consulting and Research, IDC.