Peer to Peer Magazine

20 PEER TO PEER: THE QUARTERLY MAGAZINE OF ILTA | FALL 2016 BEST PRACTICES Service Desk Metrics: Best Practices for Data Analysis and Reporting » It is essential to capture incidents and requests generated by all contact methods, such as phone calls, email messages, chat and walk-ins. Phone calls are the easiest to capture, but email messages, chat and walk-ins can be easier for end users. Changing the "event source" is not an easy task for service desk analysts to remember. Think of other ways the system can automatically indicate the event source. Tracking these will help you determine your most common event sources and adjust staffing to ensure adequate coverage and high customer satisfaction. » Automated reports and self-service dashboards, which allow business users to perform their own data analysis, started as a trend but are now a business requirement. IT management oen asks to look up tickets by date range, customer, affected item, category, service department and more. Having that data available on-demand will ensure they get the reports they need when they need them, which frees up your data analysts to perform other critical tasks and continue automating key performance indicators for the business. Accurately and seamlessly capturing and categorizing every customer interaction are just as critical as providing excellent customer service and support. Analyzing the recorded information by slicing and dicing the data allows IT to automate reports and dashboards that answer executives' frequently asked questions. This results in continuous improvement of IT support processes, ongoing enhancement of service delivery and a consistent increase in customer satisfaction. P2P Accurately and seamlessly capturing and categorizing every customer interaction are just as critical as providing excellent customer service and support.

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