Service Desk Metrics Workbook

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

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Simplify your service desk metric analysis. Use this tool to organize your service desk metrics. For each metric, consider adding the relevant overall goal, audience, cadence, and action. Use the audience and cadence of the metric to split your tracked metrics into various dashboards. Your final list of metrics and reports can be added to your service desk SOP.

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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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