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Management - Balanced Scorecard
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The Service Desk Balanced Scorecard |
Today’s service desk technologies and reporting packages
make it easy to capture copious amounts of performance
data. Most service desk managers can tell you everything
from last month’s average speed of answer to yesterday’s
average handle time. But what does it all mean? Is my
service desk performing better this month than it was
last month? Despite all of the data service desk
managers have at their fingertips, most can’t answer a
very basic question: How is my service desk performing?
The balanced scorecard resolves this dilemma by
combining the most important service desk KPIs into a
single, overall measure of service desk performance.
MetricNet’s research shows that establishing an overall
metric for your service desk is critical. We call this
metric the balanced score because it truly does
communicate a balanced picture of service desk
performance. pdf |
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