Metrics and Measurements

Learn about the metrics you should be tracking and find the right tools for the job.

A comprehensive list of metrics and measurement information and tools.
Tag(s): metrics and measurements, KPI, first call resolution, cost per ticket, ROI, benchmarking, service level agreement, SLA, balanced scorecard, business intelligence, dashboards, gap analysis, reporting, reporting-and-analytics, return on investment - ROI

Tag(s): business of support, customer service, framework and methodologies, leadership, metrics and measurements, people, process, practices and processes, professional development, research, technology, workforce enablement, RESOURCES

Any service desk can hit service level metrics (SLAs and KPIs). Whether you’re an internal service desk manager or an outsourcing provider, you need to add value to improve CSAT scores.
Tag(s): customer service, KPI, metrics and measurements, service level agreement, SLA, performance management

Tag(s): desktop support, industry report, research, metrics and measurements, practices and processes, staffing, technology, technical support, supportworld, benchmarking

HDI collects data on hot topics in the technical service and support industry. Quick surveys result in insightful research briefs that provide our community with timely, pertinent information that they can discuss with their peers, share with executives, and use to make research-based business...
Tag(s): research, research corner, metrics and measurements

The service desk is at a crossroads. Specifically, a new approach to incident and problem management is needed, and Big Data is the place to start.
Tag(s): metrics and measurements, problem management, support center, service management

If your organization is invested in sharing knowledge, the five measures presented in this article will help you report on progress and reinforce behaviors.
Tag(s): KM, knowledge management, metrics and measurements, process-improvement, reporting-and-analytics, service management, KCS, ITSM, IT service management

Changing how we see service desks and using our existing assets (best practices, processes, tools, skillsets of the team) better is the key to long-lasting transformation.
Tag(s): business intelligence, business value, desktop support, service desk, support center, metrics and measurements

There is often confusion between the information we collect for a dashboard and the information needed to make a decision.
Tag(s): best practice, balanced scorecard, dashboards, metrics and measurements

I receive a wide variety of questions, but many of them revolve around HDI’s research and metrics. One item that pops up over and over is the “industry standard.” While HDI does publish the HDI Support Center Standard, which is the standard the HDI International Certification Standards Committee...
Tag(s): metrics and measurements