Performance Incentives-IT Help Desk


Why are metrics important?


-Performance- what to be able to draw distinctions between people and groups for incentive programs. Linking incentive programs to subjective criteria will kill morale of any organization. Without objective measures, favoritism and personality "rule" instead of performance. Circulate the name(s) of winners along with a copy of the report(s)/metric(s) documenting why the they won and how everybody else performed. Can't improve if can't measure! Increase individual and group morale with metrics.

-Benchmarking - Industry and competitors for continuous improvement. Easy to get industry data, but need to collect data about your company with your call tracking system to compare with industry data.

-Financial…for resource allocation plans, workload balance, add/subtract headcount, business cases for capital and operating expenses. Tie your team's performance to revenue as much as possible. How many revenue producers did the support organization kept productive? How happy are out customers so they keep on buying?

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Metrics For IT Help Desk & Customer Service Organizations

Client Success

  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms