Searching for Desktop Support Metrics information? Find all needed info by using official links provided below.
https://www.beyondtrust.com/assets/documents/HDI-2013-Desktop-Support-Metrics.pdf
Desktop Support Metrics Once an issue reaches desktop support, it becomes a question of how quickly and efficiently the desktop support team can resolve the problem. Of the organizations surveyed, 49 percent measure the average time to resolve desktop support tickets. Predictably, incidents are handled faster than service
https://www.thinkhdi.com/~/media/HDICorp/Files/Library-Archive/Insider%20Articles/ds-balanced-scorecard.pdf
balanced score because it truly does communicate a balanced picture of desktop support performance. The balanced score-card, therefore, is a mechanism that aggregates the most important desktop support metrics—such as cost per ticket and customer satisfaction—into a single, all-inclusive measure of desktop support performance.
https://www.metricnet.com/5-important-desktop-support-metrics-measure-monitor/
Nov 27, 2013 · Most Desktop Support organizations commit two major mistakes when it comes to performance measurement: 1) they do not track the right KPI’s, and 2) they do not exploit the full potential of Desktop Support KPI’s as a diagnostic tool. Here are 5 important Desktop Support metrics to measure and monitor. Technician Utilization
https://www.thinkhdi.com/~/media/HDICorp/Files/Library-Archive/Insider%20Articles/kpi-correlations-ds.pdf
The diagram in Figure 1 illustrates the desktop support KPI linkage. The metrics shown in green have been the subject of past Metric of the Month articles, which can be found in the archives at www.ThinkHDI.com. Figure 1: Desktop Support Cause-and-Effect Diagram
https://www.slideshare.net/MetricNet/session-309-jeff-rumburg-v2-1
Apr 01, 2014 · This enables Desktop Support to achieve desired performance goals by leveraging and driving the underlying "causal" metrics. 10 9 13 Desktop Support conducts benchmarking at least once per year. Desktop Support KPI's are used to establish "stretch" goals. Cost per Ticket is measured, recorded, and tracked on an ongoing basis.
https://metricnet-prod.s3.amazonaws.com/wp-content/uploads/2013/11/Desktop-Support-KPI-Definitions-Insourced.pdf
Desktop Support metrics. It is one of the key components of Cost per Ticket (the other being Cost per Incident). A higher-than-average Cost per Service Request is not necessarily a bad thing, particularly if accompanied by higher-than-average quality levels. Conversely, a low Cost per Service Request is
http://www.hdiregina.com/wp-content/uploads/2017/03/The-Future-of-Desktop-Support-What-the-KPIs-are-Telling-Us_HDI-Regina_FINAL.pdf
Controllable vs. Non-Controllable KPI’s Causal Factors Drivers Cost and Quality are the Macro Measures The Macro Measures tell the story of your performance They are good for communicating the performance of Desktop Support But you cannot control them directly Workload metrics are driven by Causal Factors The Causal Factors define the volume and mix
https://www.hdaa.com.au/FilesFolder/Rumburg%20-%20True%20Cost%20of%20Desktop%20Support.pdf
The true cost of desktop support is much greater than most companies realize. It goes well beyond the obvious costs of personnel, technology, and facilities. A full reckoning of desktop support costs must include the cost of defects – tickets resolved at desktop
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