Page 118 - ITIL® Foundation 3.15

Service Desk Metrics
Metrics allow the performance, health, maturity, efficiency, effectiveness, and opportunities for improvement of the Service Desk to be evaluated at regular intervals.
• First-line resolution rate
• Percentage of calls resolved during the first contact
• Percentage of calls resolved by the Service Desk without escalation
• Average time to resolve an incident (when resolved at first line)
• Average time to escalate an incident (where first-line resolution is not possible) • Average Service Desk cost of handling an incident
• Percentage of customer or user updates conducted within target times
• Average time to Review Activities and close a resolved call
• Number of calls broken down by time of day and day of week
Service Desk Roles and Responsibilities
• Logging, categorizing, and prioritizing incidents and service requests
• Providing first-line investigation and diagnosis
• Resolving those incidents / service requests
• Escalating incidents / service requests within agreed timescales
• Closing all resolved incidents and requests
• Conducting customer and user satisfaction surveys
• Communication with users - keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.
• Updating the CMS under the direction and approval of Configuration Management
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