Service Desk SLA Metrics Tracking Template

Author(s): Frank Trovato, David Xu, Andrew Sharp

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Use this metrics tracking template as a wireframe to establish a framework for collecting the current service desk service level metrics. This template will help you:
  • Outline the type of information that needs to be collected from each ticket submission.
  • Organize tickets into relevant application/system, infrastructure silo, and infrastructure component.
  • Track the applicable metrics for each ticket.
  • Track the metrics on a monthly basis and aggregate into annual results which reflect an average and also the maximum metrics.
NOTE: This file is a guideline which highlights metrics we recommend tracking. It is not intended to replace your current metrics tracking system. We recommend that you modify your current metrics tracking system to capture the metrics we highlight here.

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