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8 KPIs that every IT help desk needs to know: Introduction

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People often say “what gets measured gets improved,” but they rarely say what, exactly, should be measured. With  the recent developments in the reporting capabilities of T help desk software, hundreds of KPIs and metrics can  be measured and monitored. But that doesn’t mean  you should measure them all. Only the KPIs and metrics that are critical to your IT help desk need to be measured to improve service delivery.      

This paper describes  the eight KPIs that are critical to every IT help desk. These KPIs help meet basic IT help desk objectives such as business continuity, organizational productivity, and delivery of services on time and within budget. The KPIs are as follows:

Monitoring these eight KPIs will ensure continuous improvement. Beyond these, of course, every IT help desk should constantly monitor and strive to improve end-user satisfaction.

Read the entire article here, 8 KPIs that every IT help desk needs to know: Introduction
via the fine folks at ManageEngine

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ManageEngine ManageEngine delivers the real-time IT management tools that empower IT teams to meet organizational needs for real-time services and support. Worldwide, established and emerging enterprises - including more than 60 percent of the Fortune 500 - rely on ManageEngine products to ensure the optimal performance of their critical IT infrastructure, including networks, servers, applications, desktops and more. ManageEngine is a division of Zoho Corporation with offices worldwide, including the United States, India, Singapore, Japan and China.

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