Service Desk Balanced Scorecard

Description

Today’s service desk technologies make it easy to capture enormous amounts of performance data. But what does it all mean? If customer satisfaction improves but costs also go up, is that good or bad? Is my Service Desk performing better this month than it was last month?

Despite all the data that Service Desk managers have at their fingertips, most cannot answer a very basic question:

How is my Service Desk performing?

MetricNet has devised the Service Desk Balanced Scorecard to answer this very question!

The Service Desk Balanced Scorecard takes the most important metrics – including Cost per Ticket, Customer Satisfaction, and First Contact Resolution Rate – and combines them into a single, overall measure of performance. When tracked over time, the Balanced Scorecard tells you whether your service desk is improving…staying flat…or getting worse!

Watch the demo below! The full demo is also available here.

Selecting ‘Yes’ from the drop down menu will add a one-hour screen-sharing training session with a MetricNet subject matter expert. During this one hour training session, we will walk you through populating the Balanced Scorecard and provide expert guidance on how you can leverage the tool month over month to ensure continual service improvement!

Your Data Inputs

Average Monthly Contact or Ticket Volume

Analyst Headcount

Average Contact/Ticket Handle Time (Minutes)

Average Annual Analyst Salary

Customer Satisfaction

Net First Contact Resolution Rate

Analyst Job Satisfaction

Average Speed of Answer (Seconds)