The use of key performance indicators (KPIs) is essential to measure the quality of your company's processes. This is especially true for managing IT processes: without using well-defined metrics to analyze efficiency, you may never know how productive your actions are.
In this article, we present 7 of the top IT performance indicators that you can use as a benchmark to measure success and identify ways to make technology management in your company even better. Check out!
The IT Support Engineers responsible for taking offer application and technical support to the users.
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1. Support response time
Response time is one of the key metrics in support services. A timely response is very important for customers who have submitted a support inquiry.
The speed with which you respond to your customers can greatly affect how they feel about your product. It also gives them confidence that someone is there to listen to their problem and provide a solution.
To track the response time metric, the following KPIs are useful:
total support tickets sent;
breakdown of support tickets by status;
average resolution time for a ticket.
These KPIs will help you estimate the response time for queries and reveal other factors that influence you. In addition, it allows you to determine where improvements can be made.
2. First call resolution
FCR stands for first contact resolution. This KPI is also known as “first call resolution” and, in some cases, “one touch resolution”. All of these terms refer to the same data set: the average number of tickets that are resolved on a support agent's first response.
Improvements in FCR generally result in advances in other key performance indicators, such as customer satisfaction and lower costs in solving customer problems.