March 29, 2017
Hospital IT Service Desks review copious amounts of data on a daily basis. Savvy IT leaders know there is great value in collecting this data systematically, trending it, and identifying emerging problem areas. Unfortunately, as the adage says, you can’t manage what you don’t measure. Here’s where KPIs — key performance indicators — enter the picture. Download our terrific infographic illustrating the top ten service KPIs and update your department bulletin board with it!
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. Performing trending analyses based on industry standard KPIs provides a foundation for service teams and hospital users to collaborate in improving IT support. We recommend that IT leaders hold regular meetings with key users in order to discuss identified trends in service issues, and develop IT service improvement plans that will resolve root causes and prevent many incidents from occurring again.
Service Desk Key Performance Indicators (KPIs) are measurable outcomes that reflect the success or failure of the service. KPIs provide insight into the effectiveness of an organization’s processes. They shed light on which processes meet the operational goals of the organization and expose those that fail. Consistent tracking and review of defined KPIs ensures that issues that might go undetected clearly hit your radar.
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 earlier post, “The Top Ten Service Desk KPIs You Should Be Tracking.“
We’re also pleased to provide a simple infographic summary below. Just click through the image to get full size. We hope you and your staff will enjoy and profit from it!