Gartner Research

First-Contact Resolution Remains Important Metric for IT Service Desk

Published: 18 October 2010

ID: G00208344

Analyst(s): Kris Brittain, David Coyle


First-contact resolution is a tried and true metric for the IT service desk, but many IT organizations still underutilize it. IT organizations should strive to increase FCR to improve customer satisfaction, decrease costs and increase support delivery effectiveness.

Table Of Contents
  • Overview
  • Defining FCR Rate
  • Value in Identifying End-User Satisfaction
  • Understanding Support Costs
  • Level 1 Analyst Effectiveness
  • Ways to Improve FCR
  • What Are Best Practices in FCR?

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