Are Your Service Desk Performance Targets on Target?

Despite all the data that service desk managers have at their fingertips, many fail to establish realistic performance targets. In fact, fewer than 50% of service desks have assigned performance targets for their KPIs yet setting performance targets is crucial for managing and measuring service desk performance! Moreover, the most effective way to establish performance targets is through industry benchmarks.

Using MetricNet’s proprietary Excel based Performance Targets Calculator and industry benchmarks for First Contact Resolution Rate, Cost per Contact/Ticket, Customer Satisfaction and Service Levels, Jeff Rumburg will illustrate how all service desk managers can easily establish realistic performance targets for the service desk!

Additionally, Jeff will share a case study from one organization on how performance targets transformed both the culture and performance of their service desk.

Presenter : Jeff Rumburg, Managing Partner at MetricNet

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