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

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.