A Service Desk plays a crucial role in the success of an organisation, providing timely and effective IT support to your customers or employees. As it is often the only point of contact your end-users have with IT, you can get to understand their thoughts and feelings about the IT services. The knowledge gathered by your Service Desk team can be extremely valuable to your business if harnessed and used the right way. In order to secure the resources, you need to run a successful and valuable Service Desk, it’s important for you to demonstrate what you are providing to the business. One of the best ways to do this is by using business value metrics. In this blog, we’ll explore why your Service Desks should use business value metrics and the benefits they provide.
1. Using Business Value Metrics to Inform Service Desk Decision Making
Business value metrics provide data that can be used to inform decisions about your Service Desk operations and processes. This information can help you understand the impact you are having on the business and identify areas for improvement. By analysing metrics, you can also identify trends and patterns that can be used to make data-driven decisions. Click here to read about how to get the most from your Service Desk Metrics.
2. Aligning Service Desk Operations with Business Goals
One of the key benefits of using business value metrics is increased alignment with your business goals. By understanding the impact you are having on the business, you can better align your services with the needs of your organisation. This can help you secure the resources you need to succeed and ensure that you are delivering value to the business.
3. Strengthening Stakeholder Relationships through Transparent Communication of Business Value Metrics
Business value metrics make it easier for you to communicate the value you are providing to stakeholders. By providing data-driven insights into your services, you can demonstrate the impact you are having and the resources required. This increased transparency can help build trust and credibility with stakeholders, making it easier you to secure the resources you need to succeed.
4. Optimising Resource Allocation and Planning with Business Value Metrics
Finally, by understanding the trends and patterns revealed by business value metrics, you can plan more effectively and allocate resources more efficiently. This can help you respond more quickly to changing business needs and ensure that you have the resources they need to succeed.
What are the most popular service desk metrics?
According to a survey from the Service Desk Institute, the top 10 most used service desk metrics are:
1. Number of incidents
2. Number of service requests
3. Customer satisfaction
4. First contact resolution
5. Average resolution time for incidents
6. Average time to respond to incidents
7. First level resolution
8. Abandon rate
9. Average resolution time for service requests
10. Average time to respond to service requests
In conclusion, using business value metrics is a critical aspect of demonstrating the value you’re your Service Desk provides to the organisation. By providing data-driven insights into your services, you can make informed decisions, increase alignment with business goals, improve stakeholder communication, and improve planning. If your Service Desk isn’t using business value metrics, now is the time to start!
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