Last week we wrote about how strategic management of KPIs — standardized key performance indicators — can transform a poor or mediocre hospital Service Desk into a center of excellence. In today’s post, we offer a simplified downloadable infographic illustrating the top ten service KPIs suitable for posting on a bulletin board, as a reminder and motivator to your IT support staff.
To manage a Service Desk (help desk) effectively, IT service leaders must apply standardized service data measurement and reporting that are aligned with hospital operational goals. Stringent use of Service Desk Key Performance Indicators (KPIs) enable measurable outcomes that reflect the success or failure of your hospital’s Service Desk. KPIs provide insight into the effectiveness of a Service Desk operation’s processes and shed light on which processes meet the operational goals of the organization and expose those that are failing. Trending analyses based on industry standard KPIs provide a foundation for collaboration of service teams and hospital users to improve IT support. We recommend that IT leaders hold regular meetings with key users and stakeholders to discuss identified trends in service issues, and develop service improvement plans that will resolve root causes and prevent many incidents from reoccurring.
To monitor performance, and maintain the highest level of service, Phoenix’ IT Service Desk tracks ten primary KPIs. For an in-depth discussion of them, you may enjoy our post published last week, “How Top 10 Service Desk KPIs Transform Poor Support to GREAT“ We’re pleased to provide a simple infographic summary below to aid in educating and motivating your staff. Just click through the image to get full size, and then download and print. We hope you and your hospital’s Service Desk will enjoy and profit from it!