Gartner Research

How to Establish Best Practices for IT Service Support Metrics

Published: 19 January 2012

ID: G00229242

Analyst(s): Jeffrey Brooks, Jarod Greene


Clear, concise performance metrics are essential to continuously improve service and highlight an IT support organization's business relevance. Establish and track critical success factors, key performance indicators and metrics that align with your business strategy and service desk process goals.

Table Of Contents
  • Overview


  • CSF and KPI Alignment
  • Defining Common IT Service Desk Metrics
    • First-Contact Resolution
    • Cost per Contact
    • Number of Incidents
    • Average Incident Handle Time
    • Abandonment Rate
    • Average Number of Incidents per Analyst
    • Percentage of Incidents Resolved by Escalation Level
    • Average Time to Answer
    • Reopened Incident Rate
    • Escalation Rate (Technical or Hierarchical)
    • End-User/Customer Satisfaction
    • Service Desk Analyst Employee Satisfaction

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