More Simple Helpdesk/Service Desk Metrics and Reports

This is a continuation of last weeks post Making a Start with ITSM Reporting.

I mentioned First Time Fix Rate then as a measure of quality.

Staying with this theme of measures of quality for the Helpdesk or Service Desk, have a look at your telephone statistics. Examine how long it takes the phone to get answered, and what your call abandonment rate is at different times of day. Also check when calls are actually coming in - if there is a gap (say calls start as 8:00am but your service does not start until 9:00am it might mean you should re-examine your SLA).

Next take a look at your backlog. By backlog, I mean the number of unresolved or active tickets you have at the start of your reporting interval when compared with the number at the end - this can be looked at for Incidents, Problems or Changes depending on what processes you are actually running.

In Serio, there are lots of ways to get this but probably the easiest is from running some of the Executive Summary reports (for example, Report ES1, which you'll find attached). Aside from getting this data for your current period you can also go back 3 months, and determine if the trend is neutral, rising or falling - and then draw conclusions or take action as appropriate.

So far, if you taken all of this data, you've got a measure of quality of service from your front-facing teams, and a very broad measure of throughput through the system. Now let's look at the 'back-end' - those resolving tickets.

Staying with easily-available statistics, you can look at time-to-fix data (which is mainly focused on Incidents). This kind of data is simply a measure of how long it takes, in working time, to get from an Incident being logged to it being resolved. Again there are lots of ways to access this - in SerioReports, have a look at the SLA Analysis reports - or if you want less detailed data, you'll find it also in the Executive Summary reports I mentioned earlier. For example, you could run Report SLA5 which is a simple results-against-target analysis, or run a time distribution report like SLA12. YOu can find both reports attached.

The point of these reports it that is a measure of how much time it takes to resolve an Incident - and allows you to check that what you've agreed with your customers is what is actually being achieved. If you don't have an agreement with your customers (you have no Service Level Agreement of any kind) right now, create some targets for yourself and your team - and then measure your performance against these along with creating a Service Level Management process to go with them.

Other data that can be revealing is customer satisfaction survey data. You can ask Serio (and many other ITSM tools) to gather this for you as you resolve tickets, and provides a way to guage customer perceptions of the service you are providing.

In these posts I've tried quite hard to focus on easily available data, and to write for someone getting started. More mature ITSM environments might include this data but would probably also include Availability (see the Availability white paper), costs of downtime, Problem and Change metrics, and a more detailed SLA analysis.