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Management - Balanced Scorecard

 
The Service Desk Balanced Scorecard Todayís service desk technologies and reporting packages make it easy to capture copious amounts of performance data. Most service desk managers can tell you everything from last monthís average speed of answer to yesterdayís average handle time. But what does it all mean? Is my service desk performing better this month than it was last month? Despite all of the data service desk managers have at their fingertips, most canít answer a very basic question: How is my service desk performing? The balanced scorecard resolves this dilemma by combining the most important service desk KPIs into a single, overall measure of service desk performance. MetricNetís research shows that establishing an overall metric for your service desk is critical. We call this metric the balanced score because it truly does communicate a balanced picture of service desk performance. pdf

 

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Status: 03. Juli 2015