In the digital workplace, I&O leaders are focusing more and more on shift-left initiatives to reduce busy work, increase the efficiency of the IT service desk and drive consumer engagement.
However, measuring the impact of self-service contact channels such as IT self-service portals on consumer experience has become increasingly challenging as traditional methods of tracking metrics become less meaningful.
Gartner’s recent report, 8 KPIs That Demonstrate How Self-Service Initiatives Advance Your IT Service Desk, introduces new KPIs to measure the impact of Level 0 support. In this report, Gartner asks: “How can I&O leaders measure the impact of Level 0 support to promote its positive impact on business productivity and satisfaction, and identify where the service desk seems to be doing less?”
This research identifies six new KPIs to measure and two older KPIs that need to change in order to collect the right data to evolve IT support in your organization.
Fulfilment Time is one of the six new KPIs to track when measuring self-service success.
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Gartner, 8 KPIs That Demonstrate How Self-Service Initiatives Advance Your IT Service Desk, Chris Matchett, 6 March 2019 GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.