The Definitive Guide to IT Service Desk KPIs and Metrics

Establish the right ITSM metrics for your team- and your business.

Your IT service desk likely employs a large number—and a wide variety—of key performance indicators (KPIs) and metrics. Recent research by HDI and the Service Desk Institute (SDI) shows that more than 90 percent of IT service desks employ metrics to better understand performance, demonstrate value, drive improvement activity, and influence IT support-related decisions (although not necessarily all four of these).

In this exhuastive guide, you'll uncover:

  • The most commonly-adopted IT service desk metrics
  • Common mistakes made by IT teams when developing ITSM KPIs and metrics
  • Recent business trends that require a re-assessment of traditional service desk metrics
  • The impacts of self-service, automation, and artificial intelligence on ITSM metrics and KPIs


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