Quick guide: Getting to grips with service desk metrics

One of the areas in which Service Desks have traditionally struggled is in reporting their metrics. But what exactly do we mean by metrics?

The most common and literal understanding is a measurement of common Service Desk measures. Metrics can also pertain to other measures as well, as there are financial and performance measures desks can use.

This quick guide will identify some of the most popular metrics that you should be measuring, look at ways in which you can measure them, and how to utilise these measures to improve your service delivery.