Giva Blog Categories : Outsourced IT Help Desk

IT Service Performance Metrics Reports

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This customer service report shows SLA compliance over a period of time. Managing trends toward a higher goal can dramatically increase customer satisfaction.

Service level agreements can contain numerous service performance metrics with corresponding service level objectives. A common case in IT service management is a call center or service desk. Metrics commonly agreed to in these cases include:

  • ABA (Abandonment Rate): Percentage of calls abandoned while waiting to be answered.
  • ASA (Average Speed to Answer): Average time (usually in seconds) it takes for a call to be answered by the service desk.
  • TSF (Time Service Factor): Percentage of calls answered within a definite timeframe, e.g., 80% in 20 seconds.
  • FCR (First-Call Resolution): Percentage of incoming calls that can be resolved without the use of a callback or without having the caller call back the helpdesk to finish resolving the case.
  • TAT (Turn-Around Time): Time taken to complete a certain task.

Uptime is also a common metric, often used for data services such as shared hosting, virtual private servers and dedicated servers. Common agreements include percentage of network uptime, power uptime, number of scheduled maintenance windows, etc.

 

Many SLAs track to the Information Technology Infrastructure Library specifications when applied to IT services.

Download the webinar slides:  Metrics For IT Help Desk & Customer Service Organizations

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Help Desk Service Level Agreement Detail Report By User

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Drill down on the 239 tickets outside of the SLA.

Now review the detail to determine why these tickets are out of SLA. You can sort all headings to get see patterns and export to a PDF or CSV file and send to others as appropriate. Perhaps you can see if there is a common problems with a group of categories which is the "nature of request". On the right column, you can see the business days over/under SLA.

An important best practice is to never stop the SLA clock from ticking so that problems are not hidden. Giva has the ability to put a ticket on "hold" which is a type of designation whereby the amount of time the ticket was on "hold" is automatically calculated and booked into the ticket history as a note when the ticket is taken off "hold". So, if a tickets is out of SLA you can easily trace this back to a specific reason. Also, Administrators have the ability to back date the close of a ticket and a reason is required. There is also a report that shows tickets where the close was backdated.

 

Download the webinar slides:  Metrics For IT Help Desk & Customer Service Organizations

Click for IT Help Desk Reports, KPIs & Metrics examples

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Average Close Time-Service Level Agreement Report

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This is a great report to help you focus on the focus on the tickets that are out of SLA.  You can see that Average Close Time in business hours and the percent within SLA.

 

Download the webinar slides:  Metrics For IT Help Desk & Customer Service Organizations

Click for IT Help Desk Reports, KPIs & Metrics examples

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Help Desk Service Level Agreement Compliance Report

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Similar to the Customer Satisfaction Report. You want to be able to slice and dice an SLA compliance report.

This customer service report provides the ability to see SLA compliance from the perspective of Service Groups, Departments, Locations, Regions, Creators, Assignees and Customers. For example, a particularly challenging customer may complain that the Customer Service organization is not providing an adequate level of service. This report will show you exactly how the Customer Service organization performed over time with any specific customer. This report can also help you evaluate the contribution that Assignees and Creators are making to customer satisfaction.

 

Download the webinar slides:  Metrics For IT Help Desk & Customer Service Organizations

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Respond and Resolve-Service Level Agreements

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How will you prioritize the blizzard of requests from employees or customers? Do your best to prioritize requests based upon their impact to revenue generation.

Respond and resolve times will properly set expectations. See Giva whitepaper on SLAs:

https://www.givainc.com/wp/implementing-service-level-agreements-slas-writing.htm

This whitepaper teaches you how to prepare your customers for SLAs, how to write an SLA and how to get buy-in from customers/employees. An SLA is really an agreement between the support organization and your customers.

Respond and resolve times should be associated with each severity level.

Downtime from major outages or product failures, also need to measure the impact in terms of # of customers and quantify the # of hours of customers not productive. Giva Tsunami ticket report will show the number of hours and how many people affected.

 

Download the webinar slides:  Metrics For IT Help Desk & Customer Service Organizations

Click for IT Help Desk Reports, KPIs & Metrics examples

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IT Help Desk Customer Satisfaction Trends Report

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Good to look at raw data, but also need to see data in a trend line. See where you are going? What happened and why significant changes over time?

This report shows the results of the customer satisfaction surveys in the form of a trend report. This is very useful when used in conjunction with the SLA Compliance to demonstrate the level of service provided and the level of customer satisfaction your team is delivering to customers.

 

Download the webinar slides:  Metrics For IT Help Desk & Customer Service Organizations

Click for IT Help Desk Reports, KPIs & Metrics examples

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IT Service Desk Customer Survey Metrics

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This is another set of survey results. It is from a simple 1 question survey from the prior slide. Rate us and provide written feedback. Drilling down on the bottom is from Col 4. Clicking on the 480 shows more detail with a graphic.

Download the webinar slides:  Metrics For IT Help Desk & Customer Service Organizations

Click for IT Help Desk Reports, KPIs & Metrics examples

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Simple & Basic Customer Satisfaction Survey

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This is a custom survey with 6 questions. The survey results are displayed one question at a time. Click on any link to get aggregated data. Click further to go the ticket level.

> Customer Satisfaction Rating Alerts

This provides for setting minimum levels of customer satisfaction ratings that trigger alert notifications if levels are not achieved. This allows quick remediation. With Giva , you can receive an email or text message alert if specific event triggers are met such as low ratings so that action can be quickly taken. An important part of utilizing metrics is actually obtain the metric at just the appropriate time so that you can take quick action.

> Customer Satisfaction Survey Alerts- "Please call me"

This provides a "check box" that the customer can check if they would like a help desk manager to call them. When checked, a manager is immediately notified giving them a "heads-up" that a customer wants to speak with them. This allows for a written record and an opportunity to more closely communicate and meet the needs of your customers.

 

Download the webinar slides:  Metrics For IT Help Desk & Customer Service Organizations

Click for IT Help Desk Reports, KPIs & Metrics examples

Click for Customer Service Reports, KPIs & Metrics examples

Chart of Customer Satisfaction Survey Results

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The survey results are displayed one question at a time. Click on any link to get aggregated data. Click further to go the ticket level.

 

Download the webinar slides:  Metrics For IT Help Desk & Customer Service Organizations

Click for IT Help Desk Reports, KPIs & Metrics examples

Click for Customer Service Reports, KPIs & Metrics examples

 

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