Develop Service Desk/Help Desk KPIs

In this course You learn how to align Service desk (Help desk) goals and activities to business goals; develop multi-level metrics (KPI) for Service desk as a team, and individual KPI for team members.

In the second part of the course you learn how to calculate financial bonus for Service desk staff according metrics achieved, and motivate help desk operators and engineers.

I give you an example of balanced KPIs of Help Desk and their decomposition to individual metrics.

You learn how to develop a balanced KPI system for a Service desk team and its individual members!

Additional lesson contains modern approach based on subjective metrics, which indicates both - users and team members satisfaction.

Subjective satisfaction of a service is a crucial success point for a Service desk. You can follow SLA strictly, but if users and customers are not satisfied, a service provider is in a risky zone.

Team members' satisfaction is a valuable predictor for quality results. By monitoring team members' satisfaction you can find out pains and risks as early as possible, and implement corrective actions or motivate your staff. Our course does not deal with motivation approaches, but having "team's health" metrics is a valuable input into team management.

We added the video on developing predictors (or leading indicators), which help a team to identify potential issues before they happen, and thus reach KPI requirements.