GITNUX MARKETDATA REPORT 2023
Must-Know IT Service Metrics
Highlights: The Most Important It Service Metrics
- 1. First Call Resolution (FCR)
- 2. Mean Time to Restore Service (MTRS)
- 3. Mean Time to Resolve (MTTR)
- 4. Ticket Volume
- 5. Ticket Backlog
- 6. Incident and Problem Metrics
- 7. Service Level Agreement (SLA) Metrics
- 8. Customer Satisfaction (CSAT)
- 9. IT Cost per Ticket
- 10. Availability Metrics
- 11. Change Success Rate
- 12. Capacity Utilization
- 13. Asset and Configuration Metrics
- 14. Knowledge Base Usage
Table of Contents
It Service Metrics: Our Guide
As the digital landscape continues to evolve, understanding IT service metrics has become crucial for any business aiming to deliver exemplary customer service. These operational parameters help measure the performance and efficiency of IT services in an organization. This blog post will highlight the must-know IT service metrics that influence the success and failure of your IT operations.
First Call Resolution
Measures the percentage of calls or incidents resolved on the first contact with the IT service desk, without the need for further follow-up.
Mean Time To Restore Service
The average time it takes to recover and restore IT services after an outage or incident. This metric indicates the efficiency of the incident management process.
Mean Time To Resolve
Average time to diagnose, repair, and resolve IT incidents, typically measured in hours or minutes, indicates support team efficiency.
The total number of support tickets created within a given period, showing the workload of the IT service desk.
The number of open, unresolved tickets at a given time. This metric indicates the IT service desk’s workload and whether it can effectively manage incoming requests.
Incident And Problem Metrics
Incident and problem reports, resolutions, and related KPIs provide insight into process effectiveness.
Service Level Agreement Metrics
Percentage of incidents meeting SLA standards reflects IT service desk’s ability to meet quality expectations.
Percentage of satisfied customers based on surveys and feedback indicates IT service perception by end-users.
IT Cost Per Ticket
Average ticket resolution cost, including personnel and technology overhead, assesses IT service efficiency and identifies cost-saving opportunities.
Uptime and performance of IT services, often as a percentage, reflects consistent operation and meeting expectations.
Change Success Rate
Percentage of incident-free IT infrastructure changes indicates change management effectiveness.
Proportion of IT resource utilization over time identifies areas for optimization in performance and cost management.
Asset And Configuration Metrics
Metrics for IT service assets and configuration items (Cls) cover quantity, lifecycle, and CMDB accuracy.
Knowledge Base Usage
Measures knowledge base article access and effectiveness in issue resolution, indicating knowledge management value and improvement opportunities.
Frequently Asked Questions
What are IT Service Metrics, and why are they important?
What are some common IT Service Metrics used to evaluate IT service performance?
How can organizations implement IT Service Metrics effectively?
How do IT Service Metrics help in minimizing service disruptions?
What role do IT Service Metrics play in improving customer satisfaction?
How we write these articles
We have not conducted any studies ourselves. Our article provides a summary of all the statistics and studies available at the time of writing. We are solely presenting a summary, not expressing our own opinion. We have collected all statistics within our internal database. In some cases, we use Artificial Intelligence for formulating the statistics. The articles are updated regularly. See our Editorial Guidelines.