The average Desktop Support organization tracks fewer than 5 KPI's.  However, there are literally hundreds of KPI's that have been defined for Desktop Support.  The vast majority of these metrics, however, are only marginally relevant – at best!

When it comes to KPI's for Desktop Support, less is more!  The eight that really matter are as follows:

  • Cost per Ticket
  • Customer Satisfaction
  • Technician Utilization
  • First Contact Resolution Rate (incidents)
  • Mean Time to Resolve
  • % Resolved Level 1 Capable
  • Technician Satisfaction
  • Balanced Scorecard

These eight metrics represent the 80/20 rule when it comes to Desktop Support performance: 80% of the value you receive from performance measurement and management in Desktop Support can be derived from these eight simple metrics!