Measuring for ITSM Success

November 24, 2021
Measuring for ITSM Success measuring-for-itsm-success

If you’ve ever wondered how to gain better visibility into your IT service management team’s processes, KPIs and metrics hold the key. The KPI journey, however, is about way more than simple numbers and scores. Investing time in the right metrics may have countless positive impacts for your business growth and customer relationships.

But these results depend on which metrics you use, how you interpret them, and what changes you make as a result. That’s why we’ve designed a resource that puts clear, usable KPI information right at your fingertips.

Revamp the Service Desk Experience

Through the years, the modern IT service desk experience has grown and adapted to consumer demands. As a result, the metrics we use to make improvements shouldn’t be static. IT leaders must shift to focusing on how modern IT services can solve today’s constantly evolving issues.

Improving the IT service experience starts with organized and reliable data. You need data points that measure service impact, staff productivity, and customer satisfaction and retention.

What You’ll Learn

In The Importance of IT Service Management KPIs and Metrics, you’ll learn how to build a strong foundation with IT service desk KPIs and metrics. We’ll share what these measurements are, why they have the potential to change your business, and how you can incorporate them into your current analytics.

You’ll also discover definitions and formulas for the top ten ITSM metrics, including:

  • Mean Time to Resolution (MTTR)
  • Cost Per Contact (CPC)
  • Customer Satisfaction (CSAT)
  • Agent Utilization
  • First Contact Resolution Rate (FCCR)
  • First Level Resolution Rate (FLRR)
  • Agent/Technician Satisfaction
  • Self Service Completion Rate
  • Service Level Agreement (SLA) Compliance Ratio
  • Aggregate Service Desk Performance

Access the Whitepaper

Start your KPI journey today with practical and actionable information that will empower you to improve IT services and customer success.

Download the Whitepaper

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