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Re: How do you benchmark your service desk performance?

Benjamin Armani

Great Post

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Benjamin Armani

Suresh G P

Hi MylesS


I have seen during my  Customer Engagements have had the same problem of Reduced First Call Resolution Rate. When we did RCA, we found that not only had it to do with Skills and Better Call routing, but also on Performance Metrics for Service Desk Staff and Culture.


We instantiated a CSIP to address those fronts and got a Buy In from the Management to roll it across. The Outcome Measure to validate the result to obtain CSAT feedback every Quarter on the specific metric.


One of the Other Service Desk metric that has been very popular  is the improved usage of Self Service option  and maximum usage of Knowledge Management in resolving Incidents 


Best Regards

Suresh GP

Business Consultant





Hello MylesS and Suresh,


I study engineering and am currently taking a businees applications course. It seems that there are such a wide range of methods for any particular problem, Suresh mentions root cause analysis (RCA), but is this the best?


I'm curious why Suresh selected RCA over Ishikawa diagrams, likert scale questionnaires, or inferential statistics such as linear regression or logistical regression models? I am much more familiar with methods other then RCA.


Feedback is appreciated,



Benjamin Armani

Great Post

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