Service Support

• Help Desk / Service Desk
• Incident Management
• Problem Management
• Configuration Management
• Change Management
• Release Management

Service Desk: Measure Stage

Following is a sample measurement plan for the Help Desk/Service Desk. These are the highest level measurements and relate to customer satisfaction. There are detailed operational metrics that provide additional data and lead to quality in the CTQ goals below.

Availability

Goal	85% of calls answered in less than 30 seconds.
Measurement	Average Speed of Answer Abandon rate Customer satisfaction
Sources	Phone system Customer surveys

Turn Around

Goal	70% of all cases resolved on first contact Service level objectives/agreements met
Measurement	First call resolution percent SLA performance by support team Customer satisfaction
Sources	Help ticket system Customer surveys

Communication

Goal	Customer satisfaction with the level of communication
Measurement	Customer satisfaction
Sources	Customer surveys

Courtesy

Goal	Customer satisfaction with courtesy of analysts
Measurement	Customer satisfaction
Sources	Customer surveys