At the IT Service Desk Show in London Howard Kendal of SDI hosted a seminar with over 100 participants to identify “10 Killer Metrics”.
It was unscripted and quick – but the list is a pretty safe bet if you are looking to pick the 5, 6 or 7 which you want to highlight for your organisation.
1. Keep the Customers Happy
- customer satisfaction is the ultimate goal
- it will mean different things to different people/organisations
- there may be both “technical” and “psychological” measures
2. Who, What, Where? [Address and Kill Top Issues]
- Understand where the problems are coming from
- can education of users help to avoid repeat requests
- identify regular issues, address root cause, avoid fire-fighting
3. Staff Satisfaction
- a team enjoying their work will deliver better service
4. Utilisation/Efficiency
- less agreement on this one – and tricky to measure
5. Cost of Delivery
- yes, if you look at total cost of the service
- no, if you waste time over analysing every cost and benefit
6. Impact of System Changes
- keep track of how calls are driven by changes to systems
- these changes are within IT’s control so there can be important lessons
7. First Time Fix
- a more contentious suggestion – as quality must enter the equation as well as speed
8. Measure Against SLAs
- important but remember that SLAs define a “tolerance” and the goal will be higher
9. Calls Waiting/Abandoned Calls/Call Duration
- again, there are some trade-offs so one measure in isolation may be unhelpful
10. Calls Prevented
- prevention is better than cure but how do you measure
- the ideal scenario is no call as there are no issues
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Blogalot May 2010
