Gartner Research

8 KPIs That Demonstrate How Self-Service Initiatives Advance Your IT Service Desk

Published: 06 March 2019

ID: G00316090

Analyst(s): Chris Matchett


I&O leaders implementing Level 0 self-service contact channels often struggle to measure the impact of these methods on the business consumer experience. Use these new KPIs in your reporting to collect the right data and apply real business context to evolve IT support in your organization.

Table Of Contents
  • Key Challenges



  • Measure the Cost, Success Rate, Failure Rate, Speed and Satisfaction of Level 0 Self-Service Support
    • 1. Total Cost per Contact
    • 2. Level 0 Success Rate
    • 3. Level 0 Failure Rate
    • 4. Fulfillment Speed
    • 5. Consumer and Customer Satisfaction
    • 6. Peer Support Overhead
  • Change the Measurement of Existing Level 1 IT Service Desk KPIs After Implementing Self-Service
    • 1. First-Contact Resolution (FCR) Rate
    • 2. IT Service Desk Call Volume
  • Interpret KPIs in the Context of Business Consumer Demographics

Gartner Recommended Reading

©2022 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.