| ITIL Service Desk Module |
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Take control over your ITIL based service desk or support center operations with a pragmatic and practical to use Metricus Module. Metricus equips you with powerful IT KPIs (key performance indicators) and intelligent Dashboards that are relevant to your Support Center professionals, Analysts and Help Desk Managers. Upload your call data, incident or service request data directly from your Service Management suite into Metricus and take control over your performance and start delivering value. |
Get the most out of your Service Desk Operations!
The Metricus Service Desk Module gives you the tools you need to take control over your local, regional or even global service desk operations. Get an insight into the level of support your Service Desk teams are providing and streamline the deployment of your IT resources. Metricus tells you which KPIs are relevant to you and takes data from your telephone systems and service desk tools to present you with a holistic view of your IT Performance.
Metricus - Service Desk Module Snapshot
This image provides an overview of the Metricus Service Desk Module in Metricus
The Service Desk Module includes best practice KPIs that are relevant to any Service Desk
KPIs provide an insight into the performance of various elements of the Service Desk or allow for the comparison of Service Desks in various departments or geographies. Every KPI includes detailed attributes that help you understand and utilize the metric. Attributes include a best practice definition, usage information, data retrieval information, calculation steps, as well as mapping of the metric to the balanced scorecard and industry practices.
The following KPIs are included in the ITIL Service Desk Module:
| Percentage Calls Abandoned | Percentage Calls Answered |
| Percentage Registered Support Users Logging Service Requests | Percentage Users Registered for IT Support |
| Number of VIP Users | Percentage VIP Users |
| Average Call Abandonment Time | Average Call Answer Time |
| Average Call Talk Time | Average Cost per Call |
| Average Service Requests per User | Avg Daily Incidents Handled per Service Desk Agent |
| Number of Calls Offered | Customer Satisfaction - Service Support |
| Registered Support Users | Surveys Sent - Service Support |
| Percentage Survey Response Rate - Service Support | Percentage Calls converted to Service Requests |
| Percentage IT Level 1 Support Positions Unfilled | Percentage IT Level 1 Support Trained |
| Percentage IT Support with Industry Certification | Percentage IT Support staff turnover |
Click here to view a detailed KPI report card that includes all Metric Tags
Take control over your Service Desk operation(s) using Metricus Dashboards and advanced reporting functionalities
Dashboards contain various visual reporting options such as Scorecards, Reports, Gauges, Graphs, and more. You can create and assign a unique Dashboard to every user in Metricus and specify who has access to what level of information. You can get started using the Templates that are available, and customize Dashboards further based on your own requirements and stakeholder needs.
You can for example assign a holistic Service Desk Dashboard to the Service Desk Manager, and detailed data rich reports to your Analysts. If you run multiple Service Desks, benchmarking functionalities allow you to compare these with each other, or with industry peers. Metricus equips you with the information you need to effectively deploy your IT resources, ensure you meet your SLAs, and control the costs of your IT operations.
Metricus Service Desk Benchmark
This image presents tells you how your Service Desk KPIs are performing against a peer group of Service Desk operations. The peer group can be internal service desk teams, or a group of industry peers
Metricus - Service Desk Scorecard
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This is what a Service Desk Scorecard looks like for an IT manager. Selected metrics are identified and configured in a scorecard that provides visual point-in-time information. The scorecard provides information on the current performance of the Service Desk against stated performance targets. Colored indicators inform the service desk manager if performance is on track. Arrows show if the trend is positive, neutral or negative.
Metricus - Service Desk Graph
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This is an example of a dynamic graph that indicates the performance of four different Service Desk organizations. The dynamic graph allows for analysis of various aspects of a KPI. On the one hand you can compare the number of calls to each Service Desk over a period of time, the graph however also allows you to drill into the details and assess calls per category, per source, and so on.
| Gauges | If you require a holistic Service Desk Dashboard that tells you at the blink of an eye how the Service Desk is performing; dials or gauges is what you need. You can define the relative importance of individual KPIs, categorize a number of KPIs per Gauge, and add as many gauges to a dashboard as you prefer. Gauges inform the Service Desk manager at any point in time if SLAs are being met and customers are taken care off |
| Scorecard | A Scorecard provides 'point-in-time' information and allows you to assess your current performance against predetermined targets. Traffic light symbols help you to quickly understand where you stand today for every KPI in your Module |
| Trend Graph | Trending graphs allow you to monitor the performance of KPIs over a period of time. A visual representation of the performance of your KPI is depicted in a graph along with the target or benchmark that you identified. Filtering and Sorting options are available, allowing you to set the time interval for your analysis |
| Report Writer | Every Module comes with a powerful report writer that allows you to create, manage and maintain your own reports. You can compare KPIs, drill down into the data, switch between bar chart, pie chart, and so on. The report writer is typically relevant to Analysts, who need to analyze and assess performance data |
| Six Sigma Charts | For selected KPIs within your Module, Six Sigma Histogram or Six Sigma Control Charts are available. These charts show you where your process is not performing optimally yet and where you can further enhance your performance |
| Dynamic charts | Dynamic charts are typically used alongside Trend Graphs in a Dashboard. Trending information visualizes performance over a period of time, dynamic charts allow you to dig into the information and assess various angles of your data. You can for example view the number of service requests per day, service requests per category, per type, per ID, per user, and so on. |
Service Desk tools and Service Management solutions capture all sorts of information relevant to the Service Desk. Metricus converts this into decision making information
When you reached this far, the next step is to do something with the information you have and drive IT improvement initiatives, more optimally deploy resources, or enhance the processes. Metricus equips you with the tools to do and allows you to initiate and track improvement projects, set up and manage discussion boards, manage and monitor issues and more.
| Discussion Board | Provide notes and comments, share your analysis of the performance of the Service Desk with users and internal stakeholders. |
| Issues | Track issues and define projects around the resolution of these issues. Metricus provides features for issue tracking as well as robust project management capabilities |
| Contacts | User profile management, messaging, alert setting, and so on. |
| Documents | The Document Library allows you to store relevant documentation, process information and other knowledge that is relevant to the management of the Service Desk |
Metricus - Service Desk Communication
This is an example of the collaboration features that you can configure and use to manage and optimize your process.
You are equiped with a range of tools and functionalities that allows you to effectively manage your Service Desk activities, and take an enormous leap forward in the performance of your IT support function
The knowledge provided by Metricus forms a starting point for your activities and help you take an giant leap forward from where you are today. The Module Management section enables you to customize KPI settings (KPI definition, usage information, underlying calculation, and so on), create and modify Dashboards and manage / maintain your Metricus Environment. This is the Engine Room for Metricus, and Metricus is designed in such a way that it does not require code experts to take care of it.
| Metrics Management | Allows you to manage your data from and to Metricus. Use Metrics Managements to change KPI settings, process data or manually update or enter / update data within Metricus. Finally, using Metrics Management you can also create various hierarchies, allowing you to add compartments for every single department in your organization |
| Dashboard Designer | The Metricus Dashboard designer is a powerful engine that allows you to create various types of dashboards that are relevant to your organization. The dashboard designer allows you to create metric relationships, drag and drop KPIs into a dashboard and create various types of graphs and charts. |
| User Management | Allows you to manage the stakeholders in your organization who have access to Metricus. This include the ability to assign individual dashboards and reports to specific users ensuring that everyone has adequate access levels. |
Metricus - Metric Management
You can customize the settings for every KPI in the Service Desk Module. This includes the option to change the title, adjust the definition, manage the underlying calculation stepts, define a targets, and more. Note that you can also add your own KPIs / Metrics and assign these KPIs to a specific IT dashboard.
Metricus presents you with IT dashboards that tap into the data that is provided by your Telephony system or Service Management Tool
Service Desk KPIs are primarily based on quantitative data from IT service management tools and telephony systems. Metricus offers three methods to transfer data from these systems and tools into your secure Metricus Environment. If your tool developers, or database administrators can extract data from your tool into XLS, you are safe, and this is as complex as it gets.
Our support experts will have a first look at your data to check if the quality is good, after this check, we will provide you with a secured FTP location and you can upload new data as often as you want. If you prefer a more 'real time' look at your Request Fulfillment Management KPIs we suggest to adopt a set of connectors (SQL extraction scripts) that tap automatically into your databases. Lastly, if data resides inside people's heads or in emails or other documents, manual data entry applies. The latter is not very common for the Service Desk Module though.
| Secure FTP Transfer | The Metricus Service Desk Module provides templates that help you understand what data is relevant for the KPIs in the Module. Publish data from your Service Management Tool or telephony system into these Templates and simply upload this via FTP to Metricus. |
| Automatic Transfer | Involves extracting data automatically from an operational data source and publishing this directly into Metricus. Metricus has a library of connectors that tap into all major ITSM tools, including Unicenter, Service Center, Tivoli, Remedy, and more. |
| Manual Entry | Involves manually entering actual values for metrics on a periodic basis. This method is not common for the Service Desk Module as data typically resides within a database and the quantity of data points can be significant |
Data Configuration is included within the initial set-up process for Metricus Modules. If you require more support, you can purchase support packages, or we can connect you with a Metricus Specialist in your area who can help you manage this process.
