Develop Service Desk/Help Desk KPIs
What you'll learn
- Align business and service desk requirements
- Develop Service desk team KPIs based on business demands
- Develop Service Desk staff individual KPIs
- Calculate KPIs
- Build KPI based financial motivation
Requirements
- A student should be aware about Service Desk as an IT specialist, or as a business manager
Description
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!
Who this course is for:
- Business owners
- CIO
- IT and Service Desk managers
- Service Desk staff
- Functional managers
- Help desk employee
Course content
- Preview04:17
- 3 questionsBasic ITSM concepts
- 04:51SERVICE DESK TASKS to SUPPORT COMPANY’s BUSINESS
- 3 questionsLesson 2 quiz
- 14:24DEVELOPING SD TEAM METRICS
- 3 questionsModule 3 Quiz
- 10:07DEVELOPING INDIVIDUAL METRICS
- 3 questionsModule 4 quiz
- Preview07:55
- 5 questionsFinal course quiz
Instructor
![Danil Dintsis](data:image/svg+xml,%3Csvg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 64 64"%3E%3C/svg%3E){kind=avatar}
- 3.8 Instructor Rating
- 219 Reviews
- 872 Students
- 9 Courses
Portfolio and Project Manager in IT, digital/virtual learning and professional training, and consulting.
Over 25 years of total experience in IT and 10+ years as a project and portfolio manager, consulting services, business trainer and startup mentor.
Grades and certifications: Doctorate degree in System analysis, PgMP, PMP, ITIL Expert, ITIL 4.0 Managing Professional, DevOps Product Owner
Visiting Professor at Global Business school Barcelona
Certified Virtual learning trainer.
Author of 30+ professional trainings.
Over 10000 lifelong learners successfully finished my trainings, and accelerated their career.