Key Performance Indicators

Does Your Helpdesk/Service Desk Phone Just Ring Out?

I’m prompted to write today by a customer who doesn’t have enough staff on their Service Desk/Helpdesk taking calls from customers, and who is looking for any strategies to help cope with this. The business is both outbound and inbound sales order processing, with a user base in excess of 500.

My first response, naturally enough, is to suggest recruiting more staff. However, our customer is adamant that there is no budget for this.

So where do you start?

Problem Management KPIs - Amendment

This is a follow-up to my earlier Problem KPI post. Commentator Mark asked ‘what about Known Errors’, something my suggestions for KPIs did not cover. Thanks Mark.

Remember that the whole point of Key Performance Indicators is to tell us how effectively some process or activity (in this case Problem Management) is working. Therefore the question is what Known Errors tell us from a KPI perspective – should they be included or not as a KPI?

Problem Management KPI Suggestions

This is a follow up to my last post on the subject of KPIs in Problem Management – read that previous post for background. In what I write I’m assuming that the KPIs are going to be used in a report whose audience will be the Problem Management team (therefore, quite detailed).

I’ve concluded that we are looking for signs that the Problem Management process is working. Here are some suggestions for you to try.

1. Number of Problems raised.

Key Performance Indicators (KPIs) for Problem Management

Customer Nick asks for ideas on data he can use as a KPI for Problem Management.

That’s a really good question, and before answering it I’ll refer to the definition of what a Problem is. However, the definition of a Problem is slightly different to what the goals of Problem Management are, namely (taken from the ITIL Service Support book):

“The goal of Problem Management is to minimise the adverse impact of Incidents and Problems on the business that are caused by errors within the IT Infrastructure…”

Locating your KPIs Roundup

This is just to round-off yesterdays post about KPIs in Incident Management, and where you can find them in Serio.

Resolutions by the Service Desk or Helpdesk

This refers to the resolutions achieved by the Helpdesk/Service Desk. You’ll find this data available as a column in the First Time Fix report AGT14.

Percentages of Incidents Handled within SLA Target

Most the SLA based reports are clustered under ‘SLA Analysis’ – there are around 25 in all. Picking a few at random:

Locating Incident Management KPIs in Serio

This blog entry is a follow up to our previous post about KPIs for Incident Management. The subject of this post is where these reports about KPIs can be located within the Serio tool.

You’ll need access to SerioReports. Remember this is a part of the tool you need to install – if you can’t see it you should install it (provided you have sufficient licenses to do so). Login to SerioReports, and open a Reports Explorer from the File menu.

Incident Counts

Key Performance Indicators (KPI) for Incident Management

Regular readers will know that I have been posting recently about Incident Management, the last of which was posted here (there are others also).

This post will cover the subject of KPIs for Incident Management, and offer some practical suggestions for you. I’m going to keep this post general, and probably write a Serio-specific post later that tells you where the reports are (this data is available however from SerioReports).

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