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Toronto, August 24, 2022 /PRNewswire/ — Info-Tech Research Group, one of the world’s leading IT research and consulting firms, has released a new research-backed design. Define the necessary service desk parameters. This data-driven design helps organizations optimize their service desk metrics by aligning IT with strategic business goals. The new resource is intended to guide IT leaders in integrating metrics and assigning context and actions to those currently being monitored. With the right metrics, organizations can measure and quantify how well the service desk function is performing to tell the full story.
Info-Tech Research Group’s recommended approach to determining service desk metrics (CNW Group/Info-Tech Research Group).
In an increasingly digital age, it is important to develop benchmarks and stressors for improved performance. The company’s blueprint encourages IT leaders to identify metrics that serve the right purpose and discard the rest. This includes establishing a regular review process to ensure metrics are still accurate and providing answers at a manageable and actionable level.
According to the InfoTech CEO-CIO Alignment Diagnostic, 19% of CXOs feel their organization is effectively measuring the success of IT projects with current metrics, and 80% of organizations say they need to improve business value metrics. Implementing the right metrics facilitates communication between the business unit and the IT practice. Additionally, these metrics help IT better define the business issues and how the CEO and CIO should address them.
According to Info-Tech Insights, whether a given metric is right for an organization’s service desk depends on a number of factors, including:
- Maturity and skill of service desk procedures.
- Number of service requests and incidents.
- The complexity of the area when solving tickets.
- The degree to which end users are comfortable with self-service.
Internally measured metrics are more reliable because they provide information about actual performance over time, allowing for targeted improvements and objective measurements of implants.
Tracking goal and action-based metrics enables IT to make meaningful, data-driven decisions for the service desk. Leaders can use these insights to set internal benchmarks to set baselines.
“When establishing a set of metrics to track service desk performance, it’s tempting to start with metrics that other organizations are measuring,” he says. Benedict Chang“Benchmarking naturally enters the conversation. While benchmarking is important, measuring your organization against others without context will only highlight your failures. Also, benchmarks highlight best practices, not common or common practices.”
Standards are often open to interpretation. An info-tech blueprint explains that taking the time to establish the right metrics is often more valuable than going down the benchmark rabbit hole. Too much focus on references can lead to misinterpretation of the data and poorly understood measures.
“Given the limitations of benchmarking, IT leaders must establish their own set of metrics based on actionable metrics,” Chang added. “To do this, IT can define the audience, competencies and actions for each metric monitored and align them with business goals. Measure only what matters, improve measurement processes over time, and analyze the environment using established data as metrics.”
Full Define the necessary service desk parameters The Blueprint for IT Leaders, which summarizes the metrics management approach, is now available to download and view.
To learn more about Info-Tech Research Group and download the latest research, visit www.infotech.com and connect via LinkedIn; Twitterand Facebook.
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About Info-Tech Research Group
Info-Tech Research Group is the world’s leading information technology research and consulting firm, proudly serving over 30,000 IT professionals. The company produces unbiased and highly relevant research to help CIOs and IT leaders make strategic, timely and well-informed decisions. For 25 years, InfoTech has worked closely with IT teams to ensure they get measurable results from their organizations, providing everything they need from actionable tools to analytical guidance.
Media professionals across IT, HR, and software and more than 200 IT and industry analysts can sign up for unlimited research access to the ITRG Media Insiders program. To get access, contact [email protected].
Source Information-Tech Research Group
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