IT Service Desk & Support

% of callers given satisfaction surveys

% of calls answered within set timeframe

% of calls transferred

% of customers given satisfaction surveys

% of escalated service requests

% of first-line resolution of service requests

% of high priority service requests registered

% of incidents reported more than once by customer

% of incorrectly assigned service requests

% of open service requests unmodified/neglected

% of open service requests worked on

% of overdue service requests

% of reopened service requests

% of resolved calls that have not been closed

% of Service Desk Availabilty

% of service requests closed before deadline

% of service requests closed with all data fields completed

% of service requests posted via web (self-help)

% of service requests remaining in 'Plan' status.

% of service requests remaining in 'Request' status

% of service requests resolved within an agreed-upon period of time

% of service requests with 'Delay' status

% of service requests with 'Delay' status due to third party

% of service requests with 'Delay' status due to unavailability of equipment

% of service requests with 'Delay' status due to unavailability of manpower

% of service requests with 'Delay' status due to unavailability of resources

% of service requests with 'Delay' status due to unavailability of services

% of service requests with all data fields completed

% of service requests with all planning data completed

% of service requests with man-hour estimate within 10% of actual

% of service requests with schedule date earlier or equal to late finish date

% of tickets closed without Request

% of unowned open service requests

% of workarounds to service requests applied

Abandon rate of incoming phone calls

Average after call work time

Average number of (re)-assignments of service requests

Average number of calls / service request per handler

Average overdue time of overdue service requests

Average speed to answer phone call

Average time open of unsolved service requests

Average time to solve service request

Backlog change of service requests

Cost to resolve an incident

Costs of operating call center / service desk

Customer satisfaction (index)

Email Backlog

First line service request closure rate

First-call resolution rate

Number of complaints