Service Desk Performance Tracking Tool

Author(s): Michel Hebert

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The service desk is at the front line of IT services and is among the most process-intensive elements of any IT operation. The role of the service desk staff is to identify, prioritize, and provide solutions to incoming requests to ensure that end users are receiving appropriate assistance on time.

This tool is divided into three sections:
  1. List of Metrics – Use the list provided to keep track of your IT service desk staff's day-to-day activities at work.
  2. Data Entry – Use this section to enter metric values which will be reported in the Results Dashboard.
  3. Metrics Results – A dashboard based upon your responses within the data entry section.
This tool will assess IT service desk staff's performance in their jobs.

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