CHAPTER 6: PERFORMANCE MEASURES
The overall performance of a service desk can be evaluated through an analysis of its critical success factors (CSFs) and KPIs. Metrics must be set against agreed targets and then measured and reported to ensure they are being met or whether improvement plans need to be put in place.
Critical success factors (CSFs)
At the highest level of a measurement system are the CSFs. CSFs need to be met to achieve your goals, and can span process, people, product, partner and performance.
Service desk CSFs may include:
•Organisations and people – Agents have adequate competency and knowledge of the IT services, technology and organisations they support, as well as being a part of a culture that supports the organisation’s ...
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