IT Service Desk & Support

64 KPIs

Number of compliments

Number of new service requests

Number of open service requests

Number of open service requests older than 28 days

Number of overdue support tickets

Number of service requests solved on first-call

Number of service requests solved on first-line

Number of service requests solved within deadline

Number of solved service requests

Number of training calls handled by the service desk

Service Call Abandoned Rate

Service request backlog

Service request closure duration rate

[average spent duration of service requests closed] divided by [average allowed duration of those requests closed]

Service request queue rate

[number of requests closed] divided by [number of requests opened]

12