We group 10 great columns from Jeff Rumburg of MetricNet that examine some of the key performance indicators of the IT service and support industry. Each column can serve as a great introduction or refresher of the way we measure how the job gets done.

by Jeff Rumburg
May 26, 2021

Jeff Rumburg of MetricNet regularly highlights one Key Performance Indicator (KPI) for IT service and support. In each column, he defines the KPI, provides recent benchmarking data for the metric, and discusses key correlations and cause-and-effect relationships for the metric.

Here are ten of his recent columns to peruse:

The Metrics of Problem Management

Problem management is an important part of ITIL 4, but too often it gets neglected. We examine how to provide quantifiable data to provide focus and motivation for problem management efforts.

Ticket Backlog

An explanation of why ticket backlog is an important metric to measure, illustrates how to measure it, and suggests some performance targets.

Tickets Prevented

The savings service desks see from preventing tickets go beyond direct support costs.

Average Speed of Answer

ASA is one of the most widely tracked metrics in the technical support industry. It indicates how responsive a service desk is to incoming calls. Almost everyone who works in service and support can tell you their ASA off the top of their head. Since most service desks have an ASA target, ASA is tracked to ensure service-level compliance.

How Process Drives Performance

A demonstration of the critical linkage that exists between process maturity and overall performance in IT service and support.

Same Day/Next Day Resolution

A look at a metric that measures the percentage of tickets opened and resolved within one business day.

Ticket Quality

The mere act of adopting and raising the visibility of this metric will have the effect of improving ticket quality.

Customer Effort

Research demonstrates that a reduction in customer friction is a better predictor of customer loyalty than one exceptional experience at a single touchpoint.

Schedule Adherence

Schedule adherence is a service desk metric that measures whether analysts are in their seats ready to accept calls, chats, emails, or web tickets as scheduled.

The Agent Scorecard

The agent balanced scorecard is a mechanism that aggregates a critical set of metrics that are indicative of agent performance and combines them into a single, all-inclusive measure of agent performance.


Jeff Rumburg is the winner of the 2014 Ron Muns Lifetime Achievement Award, and was named to HDI’s Top 25 Thought Leaders. As co-founder and CEO of MetricNet, Jeff has been retained as an IT service and support expert by some of the world’s largest corporations, including American Express, Hewlett Packard, Coca-Cola, and Sony. He was formerly CEO of the Verity Group and Vice President of Gartner. Jeff received his MBA from Harvard University and his MS in Operations Research from Stanford University. Contact Jeff at [email protected]. Follow MetricNet on Twitter @MetricNet.

Tag(s): supportworld, service quality, service management, best practice, metrics and measurements

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