Last updated on: June 25, 2020

  1. What is help desk software?
  2. What are the types of help desk software?
  3. What are the differences between a help desk and a service desk?
  4. What are the features of help desk software? (Free checklist attached)
  5. What are the benefits of help desk ticketing software?
  6. Why is a help desk important for your business?
  7. How does help desk software work in different industries? (Workflow attached)
  8. How do you choose help desk software that works for you?
  9. How do you measure help desk metrics and KPIs?
  10. What are some best practices to improve your help desk performance?
  11. What are the benefits of automating routing help desk activities?
  12. Why do organizations need an integrated help desk software?
  13. What are the key challenges IT help desks teams are likely to face?
  14. What's the future of help desk support?

The key performance indicators for IT incident management

Incident management KPIs

Metrics that drive important decisions are termed key performance indicators (KPIs).Below are a few KPIs for effective IT incident management.

Average resolution time

The average time taken to resolve an incident.

Average initial response time

The average time taken to respond to each incident.

SLA compliance rate

The percentage of incidents resolved within an SLA.

First call resolution rate

Percentage of incidents resolved in the first call.

Number of repeat incidents

The number of identical incidents logged within a specific time frame.

Reopen rates

The percentage of resolved incidents that were reopened.

Incident backlog

The number of incidents that are pending in the queue without a resolution.

Percentage of major incidents

The number of major incidents compared to the total number of incidents.

Cost per ticket

The average expense pertaining to each ticket.

End user satisfaction rates

The number of end users or customers who were satisfied with the IT services delivered to them.

Incident management implementation kit

An exclusive package of a feature checklist and incident management presentations.

  • Feature checklist

    Comprehensive list of must-have features that you can use as a benchmark for your IT service desk.

  • Best practices

    Detailed presentations with specific use cases to get started with ITIL incident management.

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