Define Service Desk Metrics That Matter Storyboard

Author(s): Benedict Chang, Allison Kinnaird, P.J. Ryan

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Deciding which service desk metrics to track and how to analyze them can be daunting. Use this deck to narrow down your goal-oriented metrics as a starting point and set your own benchmarks. This deck will walk you through the following actions:

  • Properly using service desk benchmarks
  • Defining goals that will drive your metrics
  • Defining your metrics and how you will analyze them
  • Divide your metrics into targeted dashboards

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Define Service Desk Metrics That Matter

Look beyond benchmarks and rely on internal metrics to drive success.

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