From the course: IT Service Desk: Monitoring and Metrics Fundamentals
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Most common metrics
From the course: IT Service Desk: Monitoring and Metrics Fundamentals
Most common metrics
- [Instructor] So far in this course, we've spoken a lot about why we should be monitoring, and the importance of the clean and accurate data that we need to make sure that we have actionable outcomes from our reporting. Now we get to where the rubber meets the road. Actually looking at specific metrics that we can report on, and what business-focused actions can come from the report. Here are my top five reports in reverse order. Actually, let's do them in one of those late night chat show style top 10s. If your organization offers a self-service catalog that provides end users a way to log a request for an IT service without needing to call a support member within business hours. It is vital to track the number of calls that were diverted from the support desk number so management are aware of the cost saving that has occurred, being able to prove to management that a certain percentage of calls have been able to be…
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