KPI Measurement in the Service Desk

Which SLA do you know or already use? With this exciting question, Andreas Ellinger opened the online seminar.

And that the participants had equally exciting answers at the ready was almost to be expected:


"First time resolution rate" | "Processing time" | "Service time" | "Availability" | "Customer Satisfaction" | "Backlog" | "Tickets per day" | "Service Time, Phone pick up, First call fix, Forewarding time to 2nd Level"


In response to these answers, Andreas Ellinger presented SLAs that are often measured in the Service Desk environment. This naturally includes the availability on the contact channels used (e.g. telephone, chat), solution rate, user satisfaction and also the dropout rate. Special attention was paid to the ticket duration. Here, Andreas emphasised the dependence of the Service Desk on the commissioning company: "Even if the Service Desk processes the request quickly and, for example, carries out a software installation, internal release structures can, under certain circumstances, prolong the ticket runtime.


Measurement of Service Desk KPIs according to business values with Modis ITO

He therefore gave the participants of the online seminar the tip to always consider the measurement of SLAs in the context of the business value. In some customer contracts, the defined SLAs do not have the highest business values. In the worst case, these are contrary to the user needs, which can lead to dissatisfaction or even conflicts. Andreas Ellinger presents this circumstance practically using the example of the printer in payroll accounting, which has the highest priority at a certain time of the month while it should basically function in the remaining time. Since IT in every company is individual and primarily there to support the actual business model, individual solutions and practicable SLAs that support the customer's business model and keep the end users operational should always be defined.


Modis ITO: Needs of the Service Desk end users

Ideally, the needs of Service Desk users are already included in the tender documents. The user needs should be discussed again at the latest during contract negotiations. Our experience also shows that the transition phase is an excellent time to re-verify user expectations and to refine them if necessary.

When considering the successful measurement of KPIs, the question inevitably arises as to the benefits and also the risks of SLA measurements. In every respect, the advantages include standardised measurement and the comparisons of performance parameters that are only now possible. Deviations and also trends can be identified. At the same time, there is the danger of creating one-sided control incentives. For example, if the SLAs are in the "green zone", but user satisfaction is mediocre or even below average.

It is therefore crucial for the measurement of KPIs to always understand the agreed key figures as part of the overall Service Management and to report selected SLAs for the sub-area Service Desk. This not only avoids oversteering with too many KPIs, it also helps to differentiate between IT Service and Service Desk quality.

Would you like to know more? Please register for one of our next online meetings or contact us directly!



Udo Haupt
Udo Haupt Sales & Solutions Manager
+49 361 606 425 482



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Modis ITO ist Teil der weltweit agierenden Modis Gruppe mit den Bereicht Engineering, IT und Life Sciences.