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

Summary

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

Introduction

Analysis

  • 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

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