How can service desk performance metrics help you track the impact of new technologies?

New technologies bring change and the initial days are always difficult. Service deck can serve as an early warning system for issues that maybe be emerging. This means metrics like user adoption, call categories , types of knowledge articles being used, call origin, etc can be good ones to know and follow. Deeper analysis of the metrics could reveal what is happening with the user base and would enable the support teams to proactively respond

Leveraging service desk performance metrics to track the impact of new technologies is essential for organizations seeking to optimize their IT support processes. These metrics provide tangible insights into the efficiency, user satisfaction, and overall effectiveness of the service desk in the context of technological advancements. By closely monitoring indicators such as resolution time, first contact resolution, and user satisfaction scores, organizations can gauge how well new technologies are being integrated and accepted by users. The data derived from these metrics not only serves as a performance benchmark but also guides IT teams in identifying areas that may require additional attention, training, or refinement of processes.

You know what they say? You cannot improve what you do not measure. Creating service desk metrics is one of the most important things a leader can do to create a high-performing service desk. There are many articles on different types of metrics. You should conduct some research and also find out what is important to your organization.

Before implementing new technology, defining key performance indicators (KPIs) is crucial to assess its impact on the service desk. Key Performance Indicators (KPIs) like First Contact Resolution (FCR) show how many problems are solved without going to the escalations,while Average Resolution Time (ART) shows how quickly problems are fixed. Cost per Ticket (CPT) measures how much it costs to handle incidents, and Customer Satisfaction (CSAT) shows how users feel by looking at average scores. These measurable indicators give a full picture of how well the service desk is doing and help with judging the effectiveness of technology solutions.

Before implementing new technology, establish KPIs to monitor and assess its impact on your service desk. These measurable indicators include first contact resolution (FCR), average resolution time (ART), customer satisfaction (CSAT), and cost per ticket (CPT). FCR measures incidents resolved without escalation, ART calculates average incident resolution time, CSAT is based on user experience, and CPT evaluates the expense of handling incidents.

Ultimately, it is about defining metrics that matter, and that have a positive impact on customer experience. Still until this day, is see metrics like 'percentage successfull changes', 'average time to close a ticket', etc. These metrics will give very little insights and have limited to no impact on customer experience. Defining metrics that measure end-to-end customer experience, or focus on reliability of service - as we see in SRE - are much more meaningful, because they are defined from a customer experience perspective.

Too often, organizations become blinded by vanity metrics that look impressive on paper, but don't necessarily translate to real value. Look instead for metrics that provide actionable insights. For efficiency and cost-reduction strategies, consider metrics such as Cost per Ticket (CPT), resource utilization, and backlog. These can highlight where you can improve your processes, ultimately driving down costs. More importantly, they can showcase where your team is excelling, offering opportunities to capitalize on what works. Remember, metrics are not just ways to impress stakeholders but tools to steer your IT strategy. As you evolve, so should your metrics.

Aligning service desk metrics with the overall IT strategy is essential for achieving business goals. In my role, when our IT strategy emphasised innovation and agility, we focused on metrics like FCR, ART, and CSAT. These metrics helped us understand our effectiveness in adopting new technologies and improving user experience. Conversely, when the focus shifted towards cost reduction and resource optimisation, metrics like CPT, utilisation, and backlog became more prominent. They provided insights into our operational efficiency and productivity. This alignment ensures that our service desk activities are not just efficient but also strategically aligned with the broader organisational objectives.

In the dynamic of IT daily activities, synchronizing service desk metrics with our strategic score is more than a performance; it's our symphony, echoing the resonance of organizational goals. When innovation takes the spotlight, metrics like FCR, ART, and CSAT aren't just data points; they're our crescendo, measuring our adeptness in embracing new tech and enhancing user delight. Conversely, in the rhythm of cost reduction, metrics like CPT, utilization, and backlog become our guideline, orchestrating insights into operational efficiency and productivity. This alignment isn't just about metrics; it's our harmony, ensuring every note played resonates with the grand melody of organizational success.

Service desk metrics should be aligned with IT strategy and business goals. This includes measuring service desk inquiry resolution rates and average response times. It is also important to track customer satisfaction ratings and average time to resolve incidents. In addition, gathering feedback for continuous improvement and assessing the impact of new technology implementations are also essential. Through these metrics, it is expected to optimize the efficiency and effectiveness of the service desk and contribute to business growth.

Surveys and feedbacks are reactive metrics. Augment it with proactive, touchless monitoring and feed the collected data into a framework that can provide a User experience score in near real time.

Data collection and analysis are essential for reviewing metrics and making decisions. Using service desk software helps organize and track incidents, requests, problems, and changes. User evaluations and comments from surveys and feedback methods help improve service desk performance and quality. Dashboards and reports efficiently show data visually, helping stakeholders understand trends and patterns. By collecting and analyzing data holistically, service desk effectiveness may be fully understood and plans refined based on real-time insights.

Usa las herramientas de las mesas de ayuda no solo para ordenarte y hacer seguimiento... no te olvides que los datos que te ofrece son clave para realizar los ajustes necesarios y mejorar los niveles de atención, así mismo para planificar recursos, automatizar procesos con solicitudes repetitivas, medir tu capacidad de gestión, etc, etc, etc!!

Collecting and analysing data is a key step in effectively measuring service desk performance. In my role, we utilise service desk software to manage and track various activities, providing a wealth of data for analysis. Additionally, surveys and feedback are crucial for gathering user opinions, offering invaluable insights into service desk performance and quality from the user's perspective. We also rely heavily on dashboards and reports. These tools present data in a visually engaging and concise format, making it easier to identify trends, areas for improvement, and successes. This comprehensive approach to data collection and analysis is essential for informed decision-making and continuous service enhancement.

Lors de la mise à jour de notre centre de services avec Service Now j'ai adopté une stratégie détaillée pour la collecte et l'analyse des données : Directement en contact avec nos utilisateurs, j'ai initié des enquêtes trimestrielles pour recueillir leurs opinions. Cela nous a fourni des informations précieuses sur notre performance et la satisfaction des utilisateurs. Ces méthodes nous ont permis de mieux comprendre le fonctionnement de notre centre de services, d'identifier rapidement les points à améliorer, et de mesurer l'efficacité de nos actions d'amélioration

To improve service desk performance, first identify performance gaps by comparing collected data to a baseline. Next, specific improvement goals are set, such as reducing response times, increasing query resolution rates, and improving customer satisfaction. This process may also include proper training for team members, process optimization, and implementation of new technology. Ultimately, these improvements will be implemented and performance will be reevaluated on a regular basis to sustainably increase service desk efficiency and customer satisfaction.

The helpdesk Institute is an excellent resource for most common metrics and industry standards. Using HDI industry standards, you can set goals for your team to achieve with the metrics you have implemented. HDI has an annual meeting, I would encourage you to attend at least one of thoseto get a good perspective and talk with others

Analyzing data and metrics and making comparisons is essential for improving your service desk. By comparing your performance with baselines, benchmarks, and targets, you can identify any gaps, strengths, and weaknesses in relation to the new technology. To enhance your service desk, it is important to provide training and coaching to your staff on how to handle the new technology. Additionally, updating and optimizing workflows and rules to accommodate the new technology, as well as enhancing and integrating systems and devices to support it, will contribute to improving your service desk. These actions will assist you in planning and implementing improvements that will make your service desk more effective.

To enhance service desk performance, we compare it against baselines and targets, identifying gaps and strengths. Key steps include training staff on new technologies, updating workflows to integrate these technologies, and enhancing systems for better support. This approach ensures continuous improvement and effective service desk operation.

Lors de la mise à jour de notre centre de services avec la nouvelle technologie, j'ai appliqué une stratégie détaillée pour chaque étape du processus : Pour la Formation et l'Encadrement du Personnel : En collaboration avec des spécialistes internes et externes, j'ai initié un programme de formation de 3 à 6 mois. L'objectif était de doter notre équipe des compétences nécessaires pour ma?triser cette nouvelle technologie. J'ai mis l'accent sur des ateliers pratiques et un mentorat continu pour une intégration efficace des compétences.

First, be mindful and recognize that new technologies will generally have higher failure rates than existing technologies. Prepare your workforce by training, training and more training. Knowledge will reduce failure and levels the new technology playing field. Utilize service desk tools to monitor new tech implementations and adjust your data collection efforts to understand where and what type of failures are occurring. Conduct a “5 Whys” review of your service desk metrics to fully identify the failures and then you’ll understand your root cause. Run away from the “Try this, Try That” approach to problem resolution and again, recognize that new technologies will most always be problematic and adjust your metrics with this in mind.

Employee Engagement and Satisfaction: The efficiency of a service desk is heavily influenced by employee motivation and satisfaction. Regularly collecting feedback and incorporating employee feedback can increase team engagement. Proactive use of customer feedback: Proactively incorporating direct customer feedback and suggestions can provide new ideas for improving the quality of service. Establish a sustainable improvement process: It is important to establish a continuous improvement process rather than temporary measures. This includes regular reviews and adjustments.

Metrics are an important indicator on how the service desk is operating. However, consider adding to the duty of the supervisor or manager the following: Once a month, the manager will review a sample of each service desk call recording and have a monthly meeting with every team member. The manager will provide examples of good phone interactions and point out one area for improvement during that meeting At the subsequent monthly meeting the manager will discuss progress on the one improvement item. If it is better, then move onto another item for improvement. In each meeting always point out a handful of good interactions to reinforce good customer service.

Service desk performance metrics are important for assessing the impact of new technologies. It is essential to track resolution time, user satisfaction, and ticket volumes. Quick resolution times show successful integration of technology, while user satisfaction indicates how easy the system is to use. Monitoring ticket volumes helps identify any potential problems and allows for improvements in technology implementation. These metrics give organizations a complete view, allowing them to adjust and optimize new technologies for better service desk performance.

Key takeaways from my experience include promoting continuous learning for staying ahead in technology, fostering open communication for team collaboration, and prioritising user-centric service to exceed expectations and refine operations.