Help Desk Metrics

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Help Desk Metrics

• Susan Alexander, CMU
• Debbie DeYulia, Duke
• Ken Fauerbach, NYU
• Susan Grajek, Yale
• Karen Van Dusen, CMU

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Agenda

• What you want to know?
• CSG Help Desk Survey Metrics Results
• Possible Service/Help Desk Metrics Framework
• Relationship of Service to Help Desk
• Example of ticketing system stats and story
  behind the numbers
• Supporting a New Service Roll out
• Benchmarking

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Question

• What do you want to know about the help desk?

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Relationship of Service Performance to Help Desk
Utilization
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Relationship of Service to TicketsSeptember Help
Desk Tickets for ResNet Service
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September Help Desk Tickets for ResNet
Servicewith Context
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September Help Desk Ticketsfor ResNet Service by
Item
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New Service Roll Outs

• Susan Grajek, Yale

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Help Desk functional support
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Help Desk staff required for functional support
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Benchmarking

• Karen Van Dusen, CMU

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Benchmarking

• Interest in benchmarking ITIL-based (or other)
  metrics with CSG peers?
• Work already done by Stanford and MIT, at least
  (NYU participated in survey in 2003)
• A modest proposal (redux)
• Name a CSG benchmarking contact for each member
  institution
• starting place for CSG surveys and other ad-hoc
  benchmarking