Your IT service desk likely employs a large number—and a wide variety—of key performance indicators (KPIs) and metrics. Recent research by HDI and the Service Desk Institute (SDI) shows that more than 90 percent of IT service desks employ metrics to better understand performance, demonstrate value, drive improvement activity, and influence IT support-related decisions (although not necessarily all four of these).
However, many IT service desk leaders and practitioners wonder whether they have the right portfolio of KPIs and metrics, even when they are hitting (or exceeding) the targets they have established. If this sounds familiar, then this guide is for you and your service desk team.