Gartner Research

First-Contact Resolution Remains Important Metric for IT Service Desk

Published: 18 October 2010

ID: G00208344

Analyst(s): Kris Brittain , David Coyle

Summary

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?

©2019 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.