ITIL Service Desk

% of callers given satisfaction surveys

% of calls answered within set timeframe

% of calls transferred

% of cases linked to a Knowledgebase Article

% of customers given satisfaction surveys

% of escalated service requests

% of first-line resolution of service requests

% 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 posted via web (self-help)

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

% 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 service request closure duration

Average speed to answer phone call

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

Number of compliments

Number of training calls handled by the service desk

Service Call Abandoned Rate

Service request backlog

Service request closure duration rate

Service request queue rate