Overview of the Service Desk's Metrics Development

Contents

The Metrics Framework table below organizes the current list of SD metrics into a quasi-balanced scorecard format that is consistent across the areas in CSS.   Columns in the table are individual lines of business, usually headed by a Team Leader.  A second piece of the framework is a sub-section on metrics definitions and further documentation if needed about how they are produced. 

The actual values for these metrics are shown in a series of tables in the next section, where we present up to five quarters of data if it is available. 

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Metrics Framework

In the table below, the left column marks off the "balanced scorecard" quadrants in our metrics framework.  Adjacent columns list by "line of business" the current roster of existing or potential metrics.  The metrics are in various states of development --
- bold face indicates "operational" metrics, with a defined means of production, and a historical record;
- normal face are for "possible" metrics, that aren't well established now but could be with a small development effort using existing systems;
- italic face  shows "prospective" metrics, desirable metrics that don't know have a path to becoming established.

New metrics ideas can be introduced at any time.  Continuous improvement efforts seek to move prospective metrics to possible, and possible to operational, within the normal operations of the teams involved.

Metrics Quadrant

Call Center

Repair Center

Software
Distribution

Telephony

Client Satisfaction or
Programmatic Outcomes

Client Satisfaction Overall with
Call Center

Client Satisfaction Overall with
Repair Center

 

Client Satisfaction Overall with
Telephone Help 

Resource Utilization
... of Team Services
(market penetration)
(utilization of the team
by MIT) (client uptake)
(event demographics)

Tickets per Topic
Unique IDs per Cohort

Total service calls by platform?
% that are Warranty

Software Downloads

Total Moves/Adds/Changes
Analog & ISDN orders
VOIP orders

AudioBridge Reservations

% Using NameConnector

Resource Utilization
... of Tools and Resources

Calls Offered
Tickets Created by Method  (% Email / % Voice / Other) 

Repair Center Tickets created

VSLS Tickets

VoIPHelp Tickets Created

Process Performance

Consultant Hours Per Day
Average Wait on Hold
Abandon Rate
1st day Resolution

Average Time to Resolve -- repair turnaround time or total elapsed?
(very different)

 

% VoIPHelp Solved in Tier 1

Finances

 

Revenue

 

 

Definitions and Means of Production

The SD Metrics Definitions page holds a table listing metrics we have in some detail, and identifying measures we'd like to build. 

Five (or more) Quarters of Measures Presentation

Service Desk

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TURNING OFF THE INDIVIDUAL SECTIONS IDEA in Q4 FY10... {viewxls:name=SD call center metrics.xls|grid=false} h4. Repair Center {viewxls:name=SD repair center metrics.xls|grid=false} h4. Software Distribution {viewxls:name=SD software metrics.xls|grid=false} h4. Telephony {viewxls:name=SD telephony metrics.xls|grid=false} h4. Tickets & Demographics {viewxls:name=SD tickets metrics.xls|grid=false}

Team Leaders upload fresh versions of their metrics documents here.

  File Modified
Microsoft Excel Sheet SD metrics.xls Jul 06, 2010 15:28 by Robert W Smyser
Microsoft Excel Sheet SD call center metrics.xls Apr 16, 2010 15:33 by Robert W Smyser
Microsoft Excel Sheet SD software metrics.xls Apr 16, 2010 15:28 by Robert W Smyser
Microsoft Excel Sheet SD telephony metrics.xls Apr 16, 2010 15:26 by Robert W Smyser
Microsoft Excel Sheet SD repair center metrics.xls Apr 16, 2010 15:24 by Robert W Smyser
Microsoft Excel Sheet SD tickets metrics.xls Apr 16, 2010 15:21 by Robert W Smyser
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