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8 KPIS THAT EVERY IT HELP DESK NEEDS TO KNOW

People often say “ what gets measured gets improved ,” but they rarely say what , exactly , should be measured . With the recent developments in the reporting capabilities of IT help desk software , hundreds of KPIs and metrics can be measured and monitored . But that doesn ’ t mean you should measure them all . Only the KPIs and metrics that are critical to your IT help desk need to be measured to improve service delivery .

if service availability is at 99.9 percent , the company still loses more than eight hours per year . Tracking lost business hours clearly highlights the loss and its impact on business .

This paper describes the eight KPIs that are critical to every IT help desk . These KPIs help meet basic IT help desk objectives such as business continuity , organizational productivity , and delivery of services on time and within budget . The KPIs are as follows :

01 LOST BUSINESS HOURS DEFINITION

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The number of hours the business is down because IT services are unavailable .

GOAL

Keep lost business hours to the bare minimum . Most IT teams track service availability to see the overall performance of their IT help desks . But the pain of lost business isn ’ t always reflected in service availability levels , even when those levels are high . For instance ,

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