Help Desk Reporting Metrics

Your service desk solution may come with a baked in set of reports but these aren t necessarily the most critical itsm itil metrics for your service team to track.

Help desk reporting metrics. Note that many of these metrics can either be applied to overall service desk performance or to individual it service delivery performance. 9 help desk performance metrics 1. Working with service desk metrics and kpi reports will help you make the improvements you need for continual growth and success. According to sdi s white paper demonstrating service desk value through more meaningful metrics only 32 per cent of service desks don t communicate metrics targets with only 50 of businesses using service desk metrics for decision making.

Once you get a sense of how many tickets your team can handle in a day week or month this metric will be incredibly important to plan staffing. This metrics list compiles some of the top metrics for service desk teams. One major metric you should be tracking is ticket volume. What s critical is that your metrics are aligned with the unique goals of your organization.

Ticket volume is the number of support requests coming into. Make the best business decisions for your help desk by analyzing the 8 most significant industry standard it service desk reporting metrics. The above are just guiding principles to help you narrow in on what you want to report and how. Read this article to know more.

Service desk metrics kpis and dashboards the helpmaster report selector screen has the ability to run any custom crystal report that you can create. To put this notion into perspective we re going to explore the value of a helpdesk kpi delve deeper into service desk metrics and look at some real world examples for your reading pleasure. Focus on the metrics that can help you achieve your most important business objectives whether you re. The help desk metrics dashboard allows custom views so each user can showcase the information they need.

A ticket creation report in your help desk software or customer support software should show you the ticket volume your itsm or support team is managing during any given time period. Take a look at this list of top metrics and best practices to ensure your help desk is performing at maximum impact. Measure the right key performance indicators kpis and it help desk metrics to identify the performance and health of your it service desk. Please note that these statistics are from 2013.

This means that if you have in house skills in crystal reports your report writers can use our comprehensive database dictionary to create new helpdesk and service management reports. Check out our product guide to learn more about reporting in jira service desk. Given these reporting types here are five valuable service desk kpis that can help you effectively manage your service desk.