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"Implementing an IT Support Metrics and KPI Program"
Written by: Steve Dreyer, CEO of SMA
Published in: HDI SupportWorld, November/December 2009
Excerpts:
"IT service desk managers and heads of other
departments generally consider metrics and KPIs as
critical to evaluating the success of their business
units and as the basis for developing strategic action
plans for the future. Why is there so much
confusion as to the difference between metrics and KPIs, and
why do we even need them?"
"It's important to take the
time to measure baseline results prior to setting
targets or implementing any initiatives and motivate
your employees to help you achieve your targets."
Sample Metrics, KPIs, and
Action Plans
|
METRIC |
KPI |
ACTION PLAN |
|
1st level ticket resolution/by month |
Current metric result: 49% Goal: 75% first
call resolution |
- Implement or enhance first level
knowledgebase
- Install remote access to machines
- Implement enhanced telephony system
- Increase training programs
|
|
Customer satisfaction based on survey
results |
Current metric result: 85% positive,
trending down Goal: 90% satisfaction |
- Implement or enhance agent
knowledgebase
- Increase training
- Improve interpersonal skills
- Add self-service option
|
|
Breached SLAs |
Current metric result: 15% Goal: 5% |
- Re-evaluate root cause
- Automate escalations and alerts to
notify support of pending breach
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