To evaluate IT service desk performance, a range of metrics and KPIs pertaining to incident management and service requests could be taken into consideration.
In this article at Cherwell, Stephen Mann explains the leading mistakes IT service management (ITSM) teams make while establishing KPIs and suggests a smart approach to move service metric portfolio forward.
Measuring ITSM Metrics
The analytics and reporting efficiencies of any ITSM tool alongside the organization’s maturity of ITSM capabilities play a major role in the success of the IT service desk. However, many ITSM teams struggle to identify and implement the improvement measures. Reason being, the few common mistakes committed by IT service desk teams while establishing their broader portfolio of metrics. Let’s take a look:
- Service Desk Centric ITSM Metrics: Even though your present portfolio of IT service desk metrics is inwardly focused, which is great for the IT division, the rest of the organization may not reap major benefits out of it. Balance is the key here as appreciating the connected metrics that are doing well may have an adverse effect in the future. Still, there is room for more to employ metrics that are meaningful to business colleagues.
- Cost Inefficient Value Metrics: As per a European Service Desk Institute (SDI) survey data, very few IT service desks understand what it costs to handle an incident or a service request ticket. What may or may not be included in the overall costs of operation is often inconsistent. It is tough to compare the costs to industry benchmarks unless you follow a specific costing plan. Once the unit costs for IT support is established, it becomes easier to have value-based conversations.
- ITSM KPIs Focused on Customer Satisfaction, not Experience: Customer satisfaction (CSAT) is an essential IT service desk metrics. However, the present CSAT methodology is flawed for IT firms. Hence, there is another approach that focuses on employee experience over conventional metrics. If employees are happy with IT support, then it is assumed that customers must be happy too. If both internal IT service desks and outsourced service providers understand the IT service, it would be easier to understand and deliver improved customer experience.
Click on the following link to read the original article: https://www.cherwell.com/library/blog/3-reasons-your-service-desk-metrics-are-measuring-the-wrong-things/