Service Desk

Metricus service desk

The Service Desk is one of primary IT functions in IT Service Management (ITSM). It is considered the main point of contact between service providers and actual users of IT services. The Service Desk is also the main place for reporting incidents as well as making service requests (SRs).
The following metrics are examples taken from our extensive library that will allow you to choose the most relevant ones to take control over your ITIL-based Service Desk or support center operations.
  • Percentage of Calls Abandoned - the percentage of IT-support-related calls to the Service Desk, where the caller (customer) hung up or the call was terminated for some other reason.
  • Average Call Talk Time - the average length of time for calls between a customer and a Service Desk operator regarding an IT support issue. Any time that the customer was placed on hold is typically included in the overall talk-time because from a customer-perception perspective, this is always involved in the resolution of the issue.
  • Number of Calls Offered - the number of calls offered to the Service Desk via the telephone system.
  • Average Call Answer Time - the average length of time from when a customer call is placed in a queue to be answered to the actual answer time. The time placed in a queue is normally immediately after the automated menu messages.
  • % SRs Resolved within Target – Critical - the % of critical priority SRs that were resolved within the defined target time. This is also referred to as “Resolution Met” or “TTR Met” (Time to Resolve Met). A typical target time for resolving critical priority SRs is 2 hours.
  • SRs Created - the number of SRs that have been created. SRs are requests for assistance with the usage of IT services within an organization. They are typically received by a phone call (service call), e-mail, fax, direct entry via the Internet, or an automated logging system.
  • Average Service Requests per User - the average number of SRs per registered IT support user for a given time period.
  • Percentage Calls Converted to SRs - the % of calls received by the Service Desk that were converted into formal SRs within the Service Desk management system.