Service Desk Management - Metrics

Metrics should be established so that performance of the Service Desk can be evaluated at regular intervals. This is important to assess the health, maturity, efficiency, effectiveness and any opportunities to improve Service Desk operations.

Metrics for Service Desk performance must be realistic and carefully chosen. It is common to select those metrics that are easily available and that may seem to be a possible indication of performance; however, this can be misleading. For example, the total number of calls received by the Service Desk is not in itself an indication of either good or bad performance and may in fact be caused by events completely outside the control of the Service Desk - for example a particularly busy period for the organization, or the release of a new version of a major corporate system.

An increase in the number of calls to the Service Desk can indicate less reliable services over that period of time - but may also indicate increased user confidence in a Service Desk that is maturing, resulting in a higher likelihood that users will seek assistance rather than try to cope alone. For this type of metric to be reliable for reaching either conclusion, further comparison of previous periods for any Service Desk improvements implemented since the last measurement baseline, or service reliability changes, problems, etc. to isolate the true cause for the increase is needed.

Further analysis and more detailed metrics are therefore needed and must be examined over a period of time. These will include the call-handling statistics previously mentioned under telephony, and additionally:

Further general details on metrics and how they should be used to drive forward service quality is included in the Continual Service Improvement publication.


Other ITIL Processes

Operational Layer:

Tactical Layer: