Why do we need metrics?
Cost per Contact?
First Contact Resolution Rate?
The burning questions
• How do you justify your existence?
• How do you know what staffing levels are needed?
• How do you know when you need to hire additional
• What skillsets do you need?
• How can you tell how efficient your service desk is now?
• Do your users have visibility into the process? Do they
know what to expect? Are they happy?
CIO is concerned about the quality and effectiveness of
her Help Desk and IT infrastructure support.
• Organization has grown over the last 5 years;
• Implemented e-commerce site – went from extended
business day to 24x7 support;
• IT director wants to add more staff because they feel
• User community not entusiastically satisfied with overall
Senior System/Network Administrator
3 Helpdesk/Desktop Support
– need product
experts for MS
“Problems not fixed
immediately tend to
linger without being
judge the level of
expertise of the
between a real
just a problem.”
“Help Desk not
Support – should
be one phone call.”
“No weekend support for Citrix.”
“Not enough communication as to the status of open issues.”
“Not enough “root
cause analysis” –
fixing a symptom
but not the
How can we help them?
Important Not Important
You’re going to have a mix of incidents requests and service
Incidents are urgent but not always important
Incidents can be related to Problems
Problems are often important but may not be urgent.
As simple as Good/OK/Bad.
After each ticket
Focusing on just these metrics:
Move from incident-driven mentality to problem
Volume of Incidents (and tickets) go down
Realistic SLA’s give more transparency and manage
Customer satisfaction – and confidence – go up; trust
No change in staffing levels