Are Your IT Service and Support Performance Targets On Target?

Despite all the data that service and support leaders have at their fingertips, many fail to establish realistic performance targets. In fact, while setting performance targets for managing and measuring service desk performance is crucial, fewer than 50% of all service and support organization have assigned performance targets for their KPIs! 

The most effective way to establish performance targets is through industry benchmarks. In this session, Jeff Rumburg will use benchmarks for four KPIs – first contact resolution rate, cost per contact, customer satisfaction, and service level – and a case study to illustrate how service and support leaders can establish realistic, transformative performance targets.