ITIL Service Desk

39 KPIs

% of callers given satisfaction surveys

[number of callers with satisfaction survey] percentage of [number of callers]

% of calls answered within set timeframe

[number of telephone calls answered within x seconds] percentage of [total number of telephone calls]

% of calls transferred

% of cases linked to a Knowledgebase Article

[number of cases linked to knowledge base article] percentage of [total number of cases]

% of customers given satisfaction surveys

% of escalated service requests

% of first-line resolution of service requests

% of incorrectly assigned service requests

[number of incorrect assigned requests] % of [number of assigned requests]

% of open service requests unmodified/neglected

% of open service requests worked on

% of overdue service requests

[number of overdue service requests (not closed and not solved within the established time frame)] percentage of total number of open (not closed) 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

[Service request resolved within the agreed time] percentage of [Total service request]

% of tickets closed without Request

% of unowned open service requests

[open and unowned service requests] / [open service requests] * 100

% of workarounds to service requests applied

Abandon rate of incoming phone calls

[number of telephone calls abandoned by the caller while waiting to be answered] percentage of [total number of incoming telephone 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

average(time to answer telephone call)

Costs of operating call center / service desk

Customer satisfaction (index)

average(customer satisfaction score)

First line service request closure rate

[number of requests closed by the service desk, i.e. the first line support teams] percentage of [total number of requests]

First-call resolution rate

[customer issue solved in first phone call] percentage of [total customer issues]

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

[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]