Gartner Research

Key Metrics for IT Service and Support

Published: 29 April 2008

ID: G00154802

Analyst(s): Kris Brittain , David Coyle

Summary

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

©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