You’ve Measured It, Now What? Understanding How to Use Metrics in the Organization

The executives in your organization demand it. Your automated call distribution software is constantly collecting it. And if you are heading to a performance review, you won’t leave your desk without it. Metrics are an important part of managing a Service Desk or Support organization, and while we all know the common metrics measured across the industry, what we do with all of that data can drastically impact its effectiveness. Let’s look at how metrics can make a difference!

Quality Over Quantity-Know Your Audience

Thankfully, Automated Call Distribution software and incident management tracking applications make data collection a relatively easy task. When the time comes for preparing monthly reports for the executives in our organizations, we tend to get report happy. It’s easy to fall into the trap of creating a towering stack of reports simply because you can. Executives are generally concerned with the overall performance of the Service Desk and the benefits that it is providing to the organization. Executive reports should focus on Service Desk performance against the Key Performance Indicators identified by the organization. Your CIO may not be interested in the fact that 75% of your email related incidents are reported on Wednesdays, however metrics that show how an increase in the usage of self help tools is improving IT’s bottom line will certainly garner attention. Whenever possible, tie your reported metrics to the organization’s business objectives, and save the rest of that data for ad hoc requests that come up from time-to-time.

Extra, Extra, Read All About It!

While executives may not need to see the detailed nuances that make up your monthly metrics, you can use this information to help market the Service Desk within your organization. Metrics such as Calls Answered, Average Speed to Answer, and First Call Resolution Rate are great for communicating to your user community the overall health of the Service Desk. Your metrics can help convey the amount of work that flows through the department and can help you and your counterparts across the organization make educated decisions on staffing and technology. You can also consider publishing some of these metrics in the company newsletter or create a bulletin board in a high traffic area. Use your performance to show the goals that you’ve met and the hard work being done to work towards achieving others.

By knowing what is important to the organization and using metrics to market the Service Desk, you can present a statistical summary that provides your stakeholders with a concise snapshot of the health of IT support. It’s important to remain flexible and think beyond the common reports you expect to provide. Being able to react to requests for ad hoc reporting reflects a solid understanding of the Service Desk and its role within the IT organization.