Engagement
Service Desk Metric Review
A focused critique of service desk KPIs—response, resolve, reopen, and backlog—so leadership trusts the numbers agents already live with.
Who it is for
Service desk supervisors who present weekly or monthly performance packs.
What you receive
Annotated metric pack with corrected definitions, known bias notes, and a cleaner reporting cadence.
Included
- Review of current KPI dictionary and report samples
- Cross-check against ticket sample extracts
- Bias and exclusion notes for each headline metric
- Revised reporting calendar recommendation
Not included
- Building new BI dashboards
- Staff coaching beyond the review debrief
How the work proceeds
- Collect current reports and metric definitions
- Sample ticket extract review
- Written critique and revised definitions
- Working session with the reporting owner
Preparation
Share the last three reporting packs and any SQL or export queries used.
Constraints
One service desk queue family per engagement.