What modern KPIs would you recommend to measure people and infrastructure performance in Service Desk?
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For 1-10-60 Response Time Framework by Crowdstrike, is there a document that I can reference? How are the incidents tracked? Is it using the mean value of all the incidents (MTTD, MTTI and MTTR) or each incident needs to comply to 1-10 and 60?
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We haven’t found any public Zscaler implementation case studies in Brazil, and our security specialist—echoing feedback from other customers—has flagged potential performance issues. What key performance metrics and SLA guarantees should we ask from the vendor? For instance, application response times, network latency limits, certificate inspection throughput, uptime commitments, and failover targets.
Is "serverless" a term that is actively being used or evaluated within your organization? Comment with your stories...
Yes37%
Yes, but not enough, we want/need to ramp up40%
No16%
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How is your organization measuring AI value creation?
Individual productivity gains/time saved 12%
Revenue per employee 27%
Cost reduction/headcount elimination 35%
Revenue growth and market expansion 8%
Something else8%
Not yet measuring 12%
here are a few we have included:
Average speed to answer (phone)
Average speed to answer (chat/virtual agent)
first time fix rate (that's pretty normal)
how many hops beyond the servicedesk until resolution?
KBs created/updated (be careful not to lose focus on quality not quantity)
if you measure user sentiment then strive to beat the previous quarter performance
Proactively submit Problems ?
include a baseline KPI then a stretch KPI that perhaps has a benefit to them to hit.
agreement to review the KPIs annually to see if still fit for purpose