Wednesday January 20th, 2010
“Unleashing the Enormous Power of Service Desk KPI's”
Happy New Year and welcome to 2010. On January 20th, 2010 the HDI Ottawa Local Chapter
Executive invite you to sit at your own desk with your favourite coffee and muffin and
take a journey into the depths of Service Desk reporting like no other.
Your executive
has partnered with MetricNet to bring you a two (2) part Service Desk Reporting WEBINAR
right to you at your desk, the first part on January 20th and the second part on February 17th.
The first webinar On January 20th, 2010 from 8:30 to 10:30,
Eric will present Unleashing the Enormous Power of Service Desk KPI's
Today’s service desk technologies
and reporting packages make it easy to capture copious amounts of performance data. Most
service desk managers can tell you everything from last month’s average speed of answer to
yesterday’s average handle time. But what does it all mean? More importantly, what does
it tell us about how to manage and optimize service desk performance?
In this session Eric will demonstrate definitive cause-and-effect relationships between
the most commonly tracked Key Performance Indicators (KPI’s), and discuss how these insights
can revolutionize the way your manage your support desk. Attendees of this course will learn:
- Which KPI’s have the biggest impact on cost;
- Which KPI’s have the biggest impact on quality (hint: they are not what you might expect!);
- Two metrics that are rarely tracked, but yield profound insights into service desk performance; and
- Service level mistakes that can drive your costs through the roof.
You will come away from this session with a number of possible action items, including:
- Service level adjustments that will optimize the tradeoff between cost and quality;
- A simple way to communicate service desk performance to lay people outside the service desk; and
- Two surefire ways to cut costs without sacrificing quality.
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