"If you can't measure it, you can't handle it."
You have probably heard the wisdom of this business before, but the truth of
this saying has been debated. For example, it can be difficult to quantify
enthusiasm for an ambiguous Linux distribution or overall commitment to a
company's mission.
Fortunately for IT, help desk service performance can be easily
summarized using metrics including but not limited to:
- Total number of IT help desk tickets received daily
- The average response timeout for each of those tickets.
- The number of them opened and closed over a period of time.
- What percentage of tickets were created (for example, a specific individual or group of users).
- First contact rate - or the number of tickets closed during the first exchange.
There is definitely a theme here. Help desk metrics help
measure how well your IT department is addressing issues. But in the end, the
success of a help desk depends largely on how you define it, what you choose to
track and measure, and how you respond to what you find.
Perhaps, in order to improve help desk support services performance, you can
monitor ticket closure and response times to see how many end users are using
your new help desk and how many tickets are open at the same time. Confirming
OR you may have decided that the key metric you want to track is long-term
customer satisfaction.
Help desk data helps you better measure and manage your
team.
No matter what you decide to follow up on, here are some
guidelines to guide your help desk on its way to success:
1. Start With A Wide Range Of Help Desk
Metrics
The transition from an ad hoc system (which may have been
the only operating principle of "calling Steve if something goes
wrong") to an official help desk solution can be overwhelming at first.
The new system provides the ability to track large amounts of data, and it can
take some time to get used to information overload. When choosing what to track
and how to organize, there are many options.
Below are some examples of where you can monitor data
categories and metrics within them.
Volume
- Number of responses
- Total conversation
- Unassigned ticket
- Number of comments
Speed
- First response rate
- Average ticket response time
- Wait time
Satisfaction
- Resolution rate
- Number of tickets reopened
- Ticket closure
Enough to get started, but depending on your organization's
priorities, you may not need to monitor all of these metrics. For example,
Justin Davidson, a member of the Spiceworks community, revealed that the help
desk team decided to focus on communication rather than eliminating ticket
closure as a central metric. "I decided not to use ticket closings because
this is not really a controllable metric, so I was able to close tickets early
and keep the numbers," he said. . "By measuring communication, we
look at activity metrics that help desk technicians can control. We can't
control responses, but we can control request for responses. Ticket closure and
customer satisfaction are a by-product of a good communication flow. "
Similarly, other metrics may be too "noisy" to
provide too much insight in their raw form. Do you need a good place to start
with key performance indicators? Check out the four KPI articles that each help
desk needs to track. After testing in the real world, you can narrow down the
list.
2. Understand Your Work With Reports
The classic 1999 movie "Office Space" features an
overwhelming manager who constantly checks the status of the "TPS
Report," which is a basically useless procedural document that everyone
must submit. It was Despite its reputation on the screen, some reports are very
useful.
"The report provides answers to frequently asked
questions."
Many of them provide you with insight into the biggest IT
trends and help answer key questions. For example, the report may reveal who is
the organization's primary help desk technician, or if the IT department is
overwhelmed and needs to hire new staff. The report can also show which ticket
type is the most common and which problem takes the longest to resolve.
Reporting capabilities like Spiceworks make it easy to run,
customize, and share predefined or custom reports. You can export your data to
popular formats like CSV, PDF, XLS, make it available to anyone who needs a
copy, and use software like Excel for detailed analysis.
3. Organize Your Help
Desk With Attributes
Suppose you have dozens of
tickets in front of you, but first you need to find and respond to a CEO ticket
(the dreaded "C Suite of Ticket Stacks" dilemma, you can call it). Or
you may need a way to prioritize many requests, incidents, and projects with
custom orders. What is the best way to eliminate confusion?
Ticket rules and custom attributes
can help. For example, you can configure ticket rules to mark tickets submitted
by executives or department heads as high priority. You can also track almost
all of your tickets using custom attributes. You can also associate problems
like providers, purchases, individuals, devices, etc. and run reports on these
custom attributes. For example, you can run a report that shows all the help
desk tickets associated with your purchase.
Ultimately, the success of
support services is built on many things, including making smart decisions
about how to track and use your data. With a handy dashboard and advanced
features like those provided by Spiceworks, you can quickly launch a new help
desk or activate an old help desk to understand the different ways a help desk
can help.
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