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What are the best practices for collecting and analyzing service desk data?

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Service desk data can help you improve your computer repair business by identifying common issues, measuring customer satisfaction, and optimizing your workflows. However, collecting and analyzing data can be challenging if you don't have a clear strategy and the right tools. In this article, we'll share some best practices for collecting and analyzing service desk data that can help you enhance your performance and grow your customer base.

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Shani Halen

Creating inclusive environment that empower teams and promote transformation using data.

1 Define your goals and metrics

Before you start collecting data, it is important to define what you want to achieve and how you will measure it. For instance, do you aim to reduce the number of tickets, increase the resolution rate, or improve customer feedback? Depending on your goals, you must select the appropriate metrics that can track progress and evaluate results. Common service desk metrics include ticket volume, ticket backlog, ticket resolution time, first contact resolution, and customer satisfaction. The ticket volume is the number of tickets created by customers or agents, while the ticket backlog is the number of unresolved or pending tickets. Additionally, ticket resolution time is the average time it takes to resolve a ticket and first contact resolution is the percentage of tickets resolved on the first contact. Lastly, customer satisfaction is the rating or feedback given by customers after a ticket is closed.

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Nana Osei Wiafe

Cybersecurity Analyst || Splunk MSP || Certified in Kaspersky Endpoint Security || Certified in Qualys || LOC PyCon Africa
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Goals are the destinations you’d want to get to as a company or individual and metrics are the various things you’ll put in place to be able to measure your progress and journey towards this goal. So in collecting data, you need to know why you’re collecting the data, the goals you’ve set for collecting this data and the ways of measuring your progress of attaining whatever it is you’re going after.

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2 Choose your data sources and tools

Once you have your goals and metrics, you need to decide where and how you will collect your data. There are various sources and tools available to gather and store service desk data, such as a ticketing system, a customer relationship management (CRM) system, a survey tool, or an analytics tool. It's important to select the data sources and tools that fit your needs and budget, and that are able to integrate with each other in order to avoid data silos and duplication.

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Nana Osei Wiafe

Cybersecurity Analyst || Splunk MSP || Certified in Kaspersky Endpoint Security || Certified in Qualys || LOC PyCon Africa
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After drawing out your goals and metrics with respect to the data in mind. Next thing is to look at how this data is going to be collected. The tools, equipments and sources that you’ll need to help you collect and gather this data. The goals and metrics need to be analyzed and then the tools that fit those goals and metrics as well as budget should be selected to help collect the data.

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3 Collect your data consistently and accurately

To ensure that your data is reliable and useful, you need to collect it consistently and accurately. This means following best practices such as defining a data collection frequency and schedule, using standardized data formats and categories, validating and cleaning your data, and securing and backing up your data. Decide how often and when you will collect your data, such as daily, weekly, or monthly. Use the same data formats and categories across your sources and tools, such as date, time, ticket status, ticket type, etc. Check your data for errors, inconsistencies, or missing values, and correct or remove them. Also be sure to protect your data from unauthorized access or loss, and create backup copies in case of emergencies.

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Shani Halen

Creating inclusive environment that empower teams and promote transformation using data.
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It's no secret that data quality directly impacts the validity of our insights. Like the old saying goes, "garbage in, garbage out." Therefore, meticulous attention to data collection is crucial. By ensuring accuracy and completeness from the outset, we pave the way for reliable, actionable insights that empower informed decision-making.

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Nana Osei Wiafe

Cybersecurity Analyst || Splunk MSP || Certified in Kaspersky Endpoint Security || Certified in Qualys || LOC PyCon Africa
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For people to trust and rely on your data, you need to make sure that your data is accurate. There’s the need to make sure that there are no loopholes or confusions with the data that has been collected. The data doesn’t only need to be accurate but it also needs to be consistent. There should be a format and schedule through which the data is collected in order to make it both consistent and accurate.

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4 Analyze your data and draw insights

Once you have collected the data, it's important to analyze it and draw insights that can help you improve your service desk performance. To do this, use descriptive and inferential statistics to summarize and test hypotheses. Additionally, data visualization and dashboards can be used to organize and monitor key metrics. Furthermore, data storytelling and reports are essential for communicating the data and insights to your audience, as well as documenting and sharing findings and recommendations.

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Nana Osei Wiafe

Cybersecurity Analyst || Splunk MSP || Certified in Kaspersky Endpoint Security || Certified in Qualys || LOC PyCon Africa
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Now it is from your data that you have collected that you’re going to analyze and be able to draw your insights and your takeaways from. You should be able to know where to improve and where to take out from the data you’ve collected at this point. This point helps you to be able to organize and manage the data you’ve collected effectively and well.

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5 Act on your data and measure your impact

The final step of collecting and analyzing service desk data is to act on your data and measure your impact. To do this, it's important to set SMART goals and action plans that are specific, measurable, achievable, relevant, and time-bound. You should also implement and monitor your actions, executing your action plans and monitoring their progress and results using data sources and tools. Lastly, evaluate your actions against your goals and metrics to identify what worked and what didn't, as well as how you can improve your actions and outcomes.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are the best practices for collecting and analyzing service desk data?

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3

4

5

6

1 Define your goals and metrics

2 Choose your data sources and tools

3 Collect your data consistently and accurately

4 Analyze your data and draw insights

5 Act on your data and measure your impact

6 Here’s what else to consider

Computer Repair

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What are the best practices for collecting and analyzing service desk data?

1

2

3

4

5

6

1 Define your goals and metrics

2 Choose your data sources and tools

3 Collect your data consistently and accurately

4 Analyze your data and draw insights

5 Act on your data and measure your impact

6 Here’s what else to consider

Computer Repair

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