The document discusses the cause-and-effect relationships between key performance indicators (KPIs) for service desks. It identifies that the true value of KPIs is using them diagnostically to understand the underlying drivers of performance. The key relationships are represented in a diagram showing that metrics like agent utilization, first contact resolution rate, and agent satisfaction directly impact the foundation metrics of cost per ticket and customer satisfaction. Agent satisfaction and training are considered bellwether metrics that impact many other metrics and ultimately service desk performance. Understanding the relationships between KPIs allows identification and resolution of performance gaps.