The Handbook of Essential
IT Service Desk Metrics

This white paper lists eight essential KPIs that every IT service desk team should be aware of. These KPIs help meet basic IT help desk objectives such as business continuity, organizational productivity, and delivery of services on time and within budget. Monitoring these KPIs will help IT help desk admins ensure continuous improvement of service desk performance and quality of service delivery.

Help desk metrics & KPIs

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