Gartner Research

Key Metrics for IT Service and Support

Published: 29 April 2008

ID: G00154802

Analyst(s): Kris Brittain, David Coyle


IT organizations that are determined to provide excellence in IT service and support need to analyze performance data and metrics, not only for the IT service desk, but also for a broader spectrum of the IT service and support organization.

Table Of Contents
  • Overview
  • IT Service and Support Metrics Must Evolve
  • Business Alignment and Value
  • End-User Productivity
  • Total Cost of Support

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