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http://www.computereconomics.com/
Computer Economics--IT metrics and best practices for the strategic and financial management of information technology, with focus on IT spending benchmarks by industry and organization size, IT staffing ratios, IT best practices, outsourcing, and technol
https://www.kayako.com/blog/customer-support-metrics/
Mar 03, 2016 · Customer support productivity metrics. Use these metrics to see if any further training is needed to keep your customer support team from repeating the same problems over and over.. Download the free Ultimate Guide to Customer Service Metrics Cheat Sheet for how to measure customer support productivity metrics.. In this section:
https://www.blendo.co/blog/customer-support-metrics-29-kpis/
Apr 14, 2017 · Then the customer support metrics can be calculated easily, using the queries that we will see in this post. Customer Support Metrics Categories. No matter if you just start having your first customers or you are a multinational company, the categories of customer support metrics that are relevant, are always the same.
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
https://opsdog.com/resources/5-it-support-kpi-examples-for-it-managers/
The Unit Cost: Customer Support Ticket KPI for the IT Department measures the total expense incurred by the User Support & Services compared to the total number of customer support tickets opened over the same period of time. Though a bit different than the previous IT support metrics, defining the cost of operations is a must.
https://www.thinkhdi.com/~/media/HDICorp/Files/Library-Archive/Insider%20Articles/ds-balanced-scorecard.pdf
critical metrics can be combined to create a single, overall indicator of desktop support performance. We call this the desktop support balanced scorecard. The Balanced Scorecard Today’s technologies and reporting packages make it easy to capture copious amounts of performance data. Most desktop
https://www.slideshare.net/dreamforce2006/best-practices-in-measuring-critical-support-metrics
Oct 18, 2006 · Best Practices in Measuring Critical Support Metrics 1. Best Practices in Measuring Critical Support Metrics Mike Ferris, Astadia Cheral Stewart, CallSource Chet Chauhan, Salesforce.com Track: Service and Support 2.
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