Metrics & KPIsPercent of incidents bypassing the support desk
Definition
On occasion incidents are recorded by third-parties and other internal organizations and not the support desk or equivalent responsibility. There is a risk the support desk (help Desk or service desk) is bypassed and lack current information on the incidents involved. This measure provides two useful insights: the extent to which it is occurring and whether it is legitimate, and if as planned the degree of added efficiency in processing incidents. Source: <a href='http://www.servicemanageme
Tags
risk, incident, efficiency, support, management, planning