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. The vast majority of these metrics, however, are only marginally relevant – at best!
When it comes to KPI's for Desktop Support, less is more! The eight that really matter are as follows:
- Cost per Ticket
- Customer Satisfaction
- Technician Utilization
- First Contact Resolution Rate (incidents)
- Mean Time to Resolve
- % Resolved Level 1 Capable
- Technician Satisfaction
- Balanced Scorecard
These eight metrics represent the 80/20 rule when it comes to Desktop Support performance: 80% of the value you receive from performance measurement and management in Desktop Support can be derived from these eight simple metrics!