Are Your Service Desk Performance Targets on Target?

Presented by

Jeff Rumburg, Managing Partner at MetricNet

About this talk

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.
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MetricNet is the global leader in IT Service and Support and Contact Center benchmarking. More than half of the FORTUNE 500 rely on MetricNet benchmarks to improve and optimize their performance. MetricNet is the first, and still the only company to offer downloadable service desk and desktop support benchmarks from their website. With a global benchmarking database of nearly 4,000 IT Service and Support benchmarks, MetricNet has the most comprehensive database of process and performance metrics in the industry. Mr. Rumburg is the winner of the Ron Muns Lifetime Achievement Award, was named one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management for 2016, 2017 and 2018, and has served on HDI’s strategic advisory board. He is co-founder and Managing Partner of MetricNet, LLC, where he is responsible for global strategy, product development, and client engagement delivery. As a leading expert in benchmarking and re-engineering, Mr. Rumburg authored a best selling book on benchmarking, and has been retained as a benchmarking expert by such iconic companies as American Express, Intel, Coca Cola, and Emory Healthcare.