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ITSM Analytics: The Key to Understanding Service Desk Metrics

05/16/2019 by: Jaime Spector

Woman writing.

If someone asked you what was going on at your service desk, how would you answer? Would you have a set of answers at the ready, or would you have to guess at your service desk’s performance? 

There are important metrics you can be gathering from your help desk. These metrics give you insights into your current performance as well as how you can improve it. Modern ITSM solutions come equipped with analytics solutions. Read on to learn how you can leverage them to drive service desk improvement. 

Why Should You Care about Service Desk Metrics, Anyway?

To understand the importance of service desk metrics, you need to grasp why service desk metrics matter in the first place. 

As Peter Drucker famously said, “If you can’t measure it, you can’t manage it.” Service desk metrics help you measure what’s going on at your help desk. They can provide useful information about your performance. For example, you can see what your cost per ticket is.

Eighty percent of the value you receive from performance measurement and management in your service desk comes from seven metrics.”

Setting metrics is the first step on the path to performance improvement. You can’t improve your performance if you don’t know which areas are ripe for enhancement. 

50 Questions for Building ITSM Requirements

Where Do You Get the Information to Compare Against Metrics?

It’s all well and good to set metrics, but where does the data come from to compare against metrics? The answer will depend on how your service desk operates – are you using manual methods to keep track of incidents and responses, or are you using modern ITSM solutions?

If you’re using manual solutions – someone calls or emails with a problem and you track it in a spreadsheet – it’s going to be much more difficult to get an accurate view of your service desk’s performance. You’ll have to crunch numbers manually, too. It will be difficult to see what areas you need to work on. 

“The Service Desk Institute’s fall 2018 report on metrics showed that 90% of IT service desks employ formal performance metrics.”

However, if you’re using a modern ITSM solution, analytics are built right in. Modern ITSM solutions track incidents and their resolution so they can provide insights into your service desk’s performance. 

Man working on a laptop. 

You can see, for example, how satisfied your users are with your service. Why is this metric important? Dissatisfaction is a direct result of a disappointing or inadequate resolution. When dissatisfaction runs too high, it’s a sign that the help desk isn’t effective. 

“Only 16% of help desks measure the average cost of a service request.”

Modern ITSM solutions gather information on user sentiment so they can quickly understand whether users are satisfied with the level of service provided, or whether there’s work to be done. In addition, intelligent ITSM solutions can actually escalate tickets based on user sentiment, ensuring that they don’t get out of hand and user needs are met. 

When you can measure the impact of your activities, you can begin to manage them effectively. ITSM solutions make it easier and more accurate than ever to measure thanks to analytics. To learn more, download 5 Ways to Improve IT Service Desk For Better End User Experience.

| IT Service Management / ITSM