It’s possible to waste time and money by misusing metrics. Sure, you can measure just about anything, but should you? More metrics does not equal better metrics. Similarly, if you’re measuring stuff because it’s always been measured and nobody really knows why, then what’s the point?
Common mistakes with IT service metrics include not tracking trends over time, not setting goals, and not sharing metrics reports. The right metrics, tracked consistently, let you identify areas for improvement and act on them. When you do this and create reports showing it, you control the narrative and make the best case for the resources you need to keep delivering exceptional IT services.
1. Agent Headcount
To truly understand the bandwidth your team has you need to understand what you already have available on the front lines. The more agents you have, the more work you can do, right? Typically on the IT service desk, your biggest cost is going to be salaries and benefits. To enhance and grow the efficiency of your service desk, you have to understand the workload and how it can be divided amongst the team at the proper capacity.
2. Non-Agent Headcount
These are the team members that might not be on the front lines so their bandwidth is going to be significantly different that the technicians. Non-agents typically have minimal time customer facing. With this metric, you are gaining better visibility into your managerial efficiency, specifically the ratio of support personnel to management. The goal is to ensure that your IT service desk isn’t “top heavy.”
3. Contact Volume
Yes, you should actually track inbound and/or outbound contacts. This is the very basic first step in determining your service desk’s workload.
4. Contact Handle Time
Contact handle time is very different from elapsed time. For example, if a ticket is submitted by a user at noon, and closed at 4:00 pm, but the technician only worked on the ticket for the last 10 minutes before it was closed, the handle time for the ticket is just 10 minutes.
5. Customer Service Rating
Ask your customers to give you feedback. Understanding the percentage of satisfied or very satisfied (or not satisfied at all) with the service you are providing is the most important indicator of service quality.
About Matt Cox
Matt leads the sales engineers and support team for SolarWInds ITSM. His team works with customers to create tailored technical solutions for specific business needs. He once went hang gliding off a cliff in Ecuador.
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