Reporting - are you a Superhero or Grapecrusher?

If you took the Helpdesk/Service Desk Metrics Health Check and made a note of your score, here is my take on the scoring bands.

40 or more

Super Hero. Take a bow. You work on a wide breadth of data, and are on top of your management reporting. You probably have days where things go wrong, but on the whole you provide a very professional and effective service to your customers.

39 to 24

Prize fighter. Very good performance, but with room for improvement. You need to expand the range of data that you use somewhat. However, your reporting is still probably above average. Try setting yourself some management objectives (such as improving first-time fix rate) and then seek out the data you need to help you deliver and monitor this.

23 to 8

Mr Average. You use some data, but there is a lot of room for improvement here – you simply are not using as much information as you could be. See the white paper on our website called Service Desk Metrics, and then prepare a project plan for yourself. Using more data will help point out where service improvements are needed and can be most cost-effectively made.

7 or less

Grapecrusher. You have barely got started with IT Service Management, and are either not reporting at all, or run very few reports. Right now you have no data as such to make decisions with. See the white paper on our website called Service Desk Metrics, and then prepare a project plan for yourself – do this as a matter of urgency!

Tags: 

Categories: