Service Desk Balanced Scorecards

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The Service Desk Balanced Scorecards identify:

  • Simple tension metrics to measure the performance of the service support function and its service desk analysts.
  • External benchmarks that help put the performance metrics in context.
  • Balanced scorecard metrics to help calculate the actual performance of the service desk against these numbers.

Use the Service Desk Balanced Scorecards in conjunction with the project blueprint, Standardize the Service Desk.

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