All ResourcesDesktop SupportMemberMetric of the Month Mean Time to Resolve | Metric of the Month NEW 2020 MTTR webcast can be found here. Incident mean time to resolve (MTTR) is a service level metric for both service desk and desktop support that measures the average…Jeffrey RumburgMay 8, 2019
All ResourcesCall CenterDesktop SupportMemberMetric of the MonthService Desk Net Promoter Score Benchmarks | Metric of the Month Download This Article Forward To A Friend Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the…Jeffrey RumburgApril 15, 2019
All ResourcesDesktop SupportMemberMetric of the MonthService Desk Tickets per User per Month | Metric of the Month Tickets per User per Month is both a Service Desk and a Desktop Support metric. There are, however, important differences in the key drivers of these two metrics. So in…Jeffrey RumburgMarch 14, 2019
All ResourcesDesktop SupportMemberMetric of the MonthService Desk Annual Agent Turnover | Metric of the Month Download This Article Forward To A Friend Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the…Jeffrey RumburgMarch 10, 2019
All ResourcesDesktop SupportMemberMetric of the MonthService Desk Customer Satisfaction | Metric of the Month Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlations and cause-and-effect…Jeffrey RumburgJune 16, 2018
All ResourcesDesktop SupporteBooksMemberWhitepapers Introduction to Insourced Desktop Support Metrics | Definitions, Formulas & Key Correlations This free eBook is an introduction to Insourced Desktop Support Metrics including definitions, information on the importance of each metric & key correlations. A brief overview of each metric is listed…Angela IrizarryAugust 2, 2017
All ResourcesDesktop SupportMember The Enormous Power of Desktop Support KPIs – Video and Slides Download the PDF Did you miss our Desktop Support KPIs webcast? Well, you’re in luck! You can now download the slides to MetricNet's exclusive presentation 'Unleashing the Enormous Power of…Jeffrey RumburgJune 1, 2015
All ResourcesDesktop SupportMember Desktop Support Best Practices | Presentation Slides Download the PDF Did you miss our Desktop Support Best Practices webcast? Well, you’re in luck! You can access the slides to 'Desktop Support Best Practices | The Road to…Jeffrey RumburgFebruary 10, 2015
All ResourcesDesktop SupportMemberService DeskWhitepapers Service and Support as a Business | KPIs that Tell the Big Picture Download This Article Forward To A Friend Most IT professionals are familiar with the operational metrics of service and support. KPI’s such as cost per ticket, first contact resolution…Jeffrey RumburgMarch 28, 2014
All ResourcesDesktop Support 5 Important Desktop Support Metrics to Measure and Monitor Most Desktop Support organizations commit two major mistakes when it comes to performance measurement: 1) they do not track the right KPI’s, and 2) they do not exploit the full…Angela IrizarryNovember 27, 2013
