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http://metricnet-prod.s3.amazonaws.com/wp-content/uploads/2013/06/Eight-Essential-KPIs-for-Desktop-Support.pdf
The Eight Essential Metrics for Desktop Support The average Desktop Support organization tracks fewer than 5 KPI’s. However, there are literally hundreds of KPI’s that have been defined for Desktop Support. A list of the most common Desktop Support KPI’s is …
https://www.metricnet.com/desktop-support-best-practices-eight-kpis/
Dec 17, 2011 · Desktop Support Best Practices. Eight Essential KPIs. Introduction. When it comes to end-user support, most people automatically think of the Level 1 Help Desk. The Help Desk has been extensively studied and researched, and the Best Practices for Level 1 Support …
https://techbeacon.com/enterprise-it/8-it-service-management-metrics-matter-most
The 8 IT service management metrics that matter most. Jeff Rumburg, Co-founder and Managing Partner , ... The 23 most commonly used IT support metrics. ... It is calculated by dividing the total monthly operating expense of a service desk or desktop support group by the monthly ticket volume.Author: Jeff Rumburg
https://www.metricnet.com/5-important-desktop-support-metrics-measure-monitor/
Nov 27, 2013 · Are these metrics the be-all and end-all for my Desktop Support organization? No. There are other metrics you should be tracking and trending regularly. Download our whitepaper “Eight Essential KPI’s for Managing Desktop Support” to learn more. For a more comprehensive overview into Desktop Support metrics, download our eBook ...
https://www.manageengine.com/products/service-desk/help-desk-software/help-desk-metrics-kpi.html
Jan 13, 2018 · Measure the right key performance indicators (KPIs) and IT help desk metrics to identify the performance and health of your IT service desk. Make the best business decisions for your help desk by analyzing the 8 most significant, industry-standard IT service desk reporting metrics…
https://www.hdaa.com.au/FilesFolder/Rumburg%20-%20True%20Cost%20of%20Desktop%20Support.pdf
The true cost of desktop support must take into account three important cost drivers. These include: 1. The Direct Costs of the Desktop Support Organization; ... One of the eight essential metrics for desktop support is the % Resolved Level 1 Capable. This metric is a proxy for Total Cost of Ownership (TCO), and is a critical ...
https://gmonne.wordpress.com/2011/09/26/managing-the-help-desk-%e2%80%93-looking-for-the-right-metrics/
Sep 26, 2011 · Going back to the question of how to staff the Help Desk Support, the proper technician headcount in any given organization is calculated based on Workload and Technician Capacity, but where can we derive this information from? How can we measure it during the daily operations of the Help Desk? Based on a Research conducted by MetricNet the eight essential KPI’s for Managing Desktop Support ...Author: Gmonne
https://www.thinkhdi.com/~/media/HDICorp/Files/Library-Archive/Insider%20Articles/ds-balanced-scorecard.pdf
Metric of the Month: The Desktop Support Balanced Scorecard By Jeff Rumburg Every month, in the Industry Insider, I highlight one key performance indicator (KPI) for the service desk or desktop support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlations and cause/effect relationships for the metric.
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.
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