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ITIL Service Desk Module
Take control over your ITIL based service desk or support center operations with a pragmatic and practical to use Metricus Module. Metricus equips you with powerful IT KPIs (key performance indicators) and intelligent Dashboards that are relevant to your Support Center professionals, Analysts and Help Desk Managers. Upload your call data, incident or service request data directly from your Service Management suite into Metricus and take control over your performance and start delivering value.
 
KPIs
 

The Service Desk Module includes best practice KPIs that are relevant to any Service Desk

KPIs provide an insight into the performance of various elements of the Service Desk or allow for the comparison of Service Desks in various departments or geographies. Every KPI includes detailed attributes that help you understand and utilize the metric. Attributes include a best practice definition, usage information, data retrieval information, calculation steps, as well as mapping of the metric to the balanced scorecard and industry practices.

The following KPIs are included in the ITIL Service Desk Module:

Percentage Calls Abandoned Percentage Calls Answered
Percentage Registered Support Users Logging Service Requests Percentage Users Registered for IT Support
Number of VIP Users Percentage VIP Users
Average Call Abandonment Time Average Call Answer Time
Average Call Talk Time Average Cost per Call
Average Service Requests per User Avg Daily Incidents Handled per Service Desk Agent
Number of Calls Offered Customer Satisfaction - Service Support
Registered Support Users Surveys Sent - Service Support
Percentage Survey Response Rate - Service Support Percentage Calls converted to Service Requests
Percentage IT Level 1 Support Positions Unfilled Percentage IT Level 1 Support Trained
Percentage IT Support with Industry Certification Percentage IT Support staff turnover