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
- A student should be aware about Service Desk as an IT specialist, or as a business manager
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 bot - 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.
Who this course is for:
- Business owners
- IT and Service Desk managers
- Service Desk staff
- Functional managers
- Help desk employee
Online Education skills institute recommends:
Portfolio and Project Manager in IT, digital/virtual learning and professional training, and consulting.
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:
Dr. Sci in System analysis,
Ph. D. in Management of technical systems
Portfolio, program and project management professional (PfMP,PgMP, PMP) by PMI
ITIL Expert, ITIL 4.0 Managing Professional, Strategic Leader
DevOps Product Owner
Online Professor at GBSB (Global), Zug, Switzerland
Certified Virtual learning trainer.
30+ professional trainings.
Over 10000 lifelong learners successfully passed trainings, and accelerated their career.