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Key performance indicators for Service Desk Interaction Management

The Key Performance Indicators (KPIs) in the following table are useful for evaluating your indicators for Service Desk Interaction Management processes. To visualize trend information, it is useful to graph KPI data periodically. In addition to the data provided by Service Manager, you may need additional tools to report on all of your KPI requirements.

Key Performance Indicators for Service Desk Interaction Management

Title

Description

First time fix

Percentage of interactions closed by the Service Desk agent at first contact without reference to other levels of support and going through the whole service desk workflow

First line fix

Percentage of interactions closed by the service desk without reference to other levels of support

Customer satisfaction

Customer satisfaction measured by surveys completed by customers

For completeness, the ITIL 2011 and COBIT 4.1 KPIs are included below.