By Jamie Bell, Service Operations Manager, SDI
Whether you’re looking for service desk data to make better operational or strategic decisions, or you simply want to measure the performance of something, Mighty Metrics are super important!
There are dozens of different metrics that can be measured to understand performance and create management information. The Global Best Practice Standard for Service Desk (version 8) details 41 metrics, covering areas such as; First Contact Fix, Incident & Request Backlog Management, Problem Management and Knowledge Usage. Producing regular management reports is crucial to monitoring the efficiency, performance, progress and quality of the service desk. These reports provide stakeholders with information allowing them to make better decisions.
The key to getting the best out of metrics is to use a balanced scorecard approach. A balanced scorecard is essentially a group of metrics, that when measured together, drive a desired behaviour. An outcome that couldn’t be achieved by measuring a metric in isolation. A Mighty Morphin Power Ranger on it’s own, will never be as effective as when all of the Power Rangers combine to become the Mighty Morphin Megazord!
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