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https://www.metricnet.com/5-important-desktop-support-metrics-measure-monitor/
Nov 27, 2013 · Most Desktop Support organizations commit two major mistakes when it comes to performance measurement: 1) they do not track the right KPI’s, and 2) they do not exploit the full potential of Desktop Support KPI’s as a diagnostic tool. Here are 5 important Desktop Support metrics to measure and monitor. Technician Utilization
https://www.thinkhdi.com/~/media/HDICorp/Files/Library-Archive/Insider%20Articles/ds-balanced-scorecard.pdf
balanced score because it truly does communicate a balanced picture of desktop support performance. The balanced score-card, therefore, is a mechanism that aggregates the most important desktop support metrics—such as cost per ticket and customer satisfaction—into a single, all-inclusive measure of desktop support performance.
https://www.thinkhdi.com/~/media/HDICorp/Files/Library-Archive/Insider%20Articles/kpi-correlations-ds.pdf
These metrics are also very useful for telling the story of desktop support performance. Most people instinc-tively understand cost and customer satisfaction, so it’s easy to have a discussion about desktop support’s per-formance in the context of these metrics. It’s important to note, however, that foundation metrics cannot be
https://www.beyondtrust.com/assets/documents/HDI-2013-Desktop-Support-Metrics.pdf
THE METRICS Desktop support gets its work from a variety of sources. Depending on how large the organization is or how mature the support teams are, there may be multiple avenues for work to make its way into the support queue. The support center is the primary channel, with 46 percent of tickets assigned to desktop support
http://www.hdiregina.com/wp-content/uploads/2017/03/The-Future-of-Desktop-Support-What-the-KPIs-are-Telling-Us_HDI-Regina_FINAL.pdf
Controllable vs. Non-Controllable KPI’s Causal Factors Drivers Cost and Quality are the Macro Measures The Macro Measures tell the story of your performance They are good for communicating the performance of Desktop Support But you cannot control them directly Workload metrics are driven by Causal Factors The Causal Factors define the volume and mix
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