Service Desk KPIs You Should Track in 2024

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Your service desk might be busy, but is it really performing well?

It’s frustrating when you’re tracking too many KPIs that don’t give a clear picture of success.

Here are the most important KPIs that will truly show how effective your service desk is and help you improve.

Step 1: Understand what KPIs are

A key change is realizing that the service desk evaluation shouldn't focus only on ticket volume. Service desk KPIs are benchmarks for user satisfaction and agents' efficiency. 

These metrics provide you with more than stats. They also help you observe how well your service desk platform meets your goals.

Step 2: Identify KPIs for your business

Focusing on metrics that align with your business goals is essential. The most crucial KPIs to consider are:

Ticket volume

It monitors the number of support tickets received, indicating team workload.

How to manage it? Use service desk software to track ticket submissions over the chosen timeframe and Queues for Jira & JSM to display cross-project ticket volumes.

Cross-project request queues view in Queues for Jira & JSM  

First contact resolution rate

It shows how often issues are resolved on the first contact, minimizing follow-up interactions.

How to improve it? Use Extension for Jira Service Management. It creates dynamic request forms that display the necessary fields and group related ticket info into bundles. It makes request forms easier to understand.

Clear request forms in Extension for Jira Service Management app 

Predicted backlogs

Uses historical data to estimate future ticket volumes.

How to measure it? Use forecasting tools within your service desk software. If it’s Jira Service Management, try Queues for Jira & JSM app.

It filters and displays tickets based on priority, assignee, and other factors. This helps you focus on urgent issues.

Filtering options in Queues for Jira&JSM 

Support tickets: opened vs. solved

This metric compares opened and resolved tickets to evaluate efficiency.

How to track it? Try Queues for Jira & JSM to view issues from all projects in a single location. This makes it easier to compare the number of open and closed tickets.

Queues view in Queues for Jira&JSM 

SLA compliance

Measures adherence to agreed resolution times, building trust through timely support. 

How do you keep everyone in the loop? Use Extension for Jira Service Management to show SLA in the request details view. This keeps customers always up to date with their tickets.

SLAs configuration in Extension for Jira Service Management 

Step 3: Set realistic targets

After identifying relevant KPIs, set realistic targets for each metric. Establish a baseline for current performance and goals to avoid overwhelming agents. Make sure your targets are SMART: 

• Specific

• Measurable

• Achievable

• Relevant

• Time-bound

Assess them periodically, guided by shifting performance patterns.

Step 4: Use automation for tracking 

Use automated tools for real-time data collection and analysis, like JSM's customizable dashboards to track KPIs. This reduces manual work and errors. It’s important to train your team to master these tools for optimal success.

Step 5: Continuously adjust strategies

Monitoring KPIs requires ongoing analysis. Review performance data to find trends and areas to improve. Also, refine strategies to align with business goals and customer needs. Engaging your team in this process highlights accountability and proactive problem-solving.

Summary

Focus on actionable insights that align with your goals to help your service desk exceed customer expectations. Regularly assess your KPIs to align with evolving business goals and customer needs.

P.S. I’d love to hear your thoughts! How do you measure service desk performance?