Most IT tools track dozens of metrics, but data should serve to help IT service managers understand how well their teams are performing. To that end, these metrics are among the most important when evaluating an IT change and the entire IT change management process. (These metrics can also be used to track the effectiveness of an organization’s overall ITSM process.)
Cost per ticket: This metric helps understand the efficiency of IT service and support. Just divide the service desk’s total monthly operating expenses (salaries, tech and facility expenses, office supplies, etc.) by the number of tickets per month.
Customer satisfaction: There often is no better indicator of how well an organization’s IT service and support is performing than the happiness of its users.
First-contact resolution: This measures the percentage of tickets resolved during the initial contact with the user. Higher first-contact resolution rates strongly correlate to high customer satisfaction.
Technician utilization: This measures labor efficiency and is tightly bound to cost per ticket. High technician utilization usually leads to low cost per ticket, and low tech utilization results in a higher cost per ticket.
First-level resolution: An indicator of total cost of ownership (TCO), this helps reveal the true efficiency of IT support. A Level 1 service desk, for example, may have a low cost per ticket because it is escalating issues to higher support levels, creating the impression that the service desk is very efficient when it’s also increasing TCO.
Technician job satisfaction: Not surprisingly, high technician job satisfaction translates to lower turnover and absenteeism, but it also correlates to higher first-contact resolution rates and lower handling times. The net result is lower cost per ticket and higher customer satisfaction.
Mean time to resolve/repair (MTTR): This service-level metric measures in business hours how long it takes on average to resolve an issue from the time a ticket is opened until it’s closed.