Are Your Service Desk Performance Targets on Target?

Are Your Service Desk Performance Targets on Target?

Posted on 20 August 2021
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Despite all the data that service desk managers have at their fingertips, many fail to establish realistic performance targets. In fact, fewer than 50% of service desks have assigned performance targets for their KPIs yet setting performance targets is crucial for managing and measuring service desk performance! Moreover, the most effective way to establish performance targets is through industry benchmarks.

Using MetricNet’s proprietary Excel based Performance Targets Calculator and industry benchmarks for First Contact Resolution Rate, Cost per Contact/Ticket, Customer Satisfaction and Service Levels, Jeff Rumburg will illustrate how all service desk managers can easily establish realistic performance targets for the service desk!

Additionally, Jeff will share a case study from one organization on how performance targets transformed both the culture and performance of their service desk.


Presenter : Jeff Rumburg, Managing Partner at MetricNet

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* This webinar is being hosted on HDI's BrightTalk channel. You will need to have a BrightTalk account to view this webinar. Fortunately, BrightTalk account registration is free.

 

By:Jeff Rumburg
About: Jeff Rumburg is the winner of the 2014 Ron Muns Lifetime Achievement Award, and was named to HDI’s Top 25 Thought Leaders list for 2016. As co-founder and CEO of MetricNet, Jeff has been retained as an IT service and support expert by some of the world’s largest corporations, including American Express, Hewlett Packard, Coca-Cola, and Sony. He was formerly CEO of the Verity Group and Vice President of Gartner. Jeff received his MBA from Harvard University and his MS in Operations Research from Stanford University.

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